Job Description
We are seeking a highly skilled IT Service Management (ITSM/ITSO) Manager with deep expertise in Incident and Problem Management practices aligned with ITIL 4 standards. You will be responsible for managing the full incident lifecycle — from detection and coordination through to Root Cause Analysis (RCA) and resolution. The ideal candidate will have 6+ years of experience in Incident and/or Problem Management, preferably within the Financial Services Industry (FSI), and will be passionate about driving service reliability, operational excellence, and continuous improvement.
Job Responsibilities:
Incident Management
- Manage the Incident Management (IM) space, ensuring timely communication and coordination, including coverage outside regular hours when required and as well weekends rotational on call duty
- Oversee and continuously improve the Incident Management process, ensuring it is well-documented, understood, and consistently f...