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 followed. Monitor performance metrics and dashboards to ...