Incident Manager

Incident Manager – ITIL & ITSM Operations

Experience - 8+

Required Skills & Qualifications

• 8-9 years of experience in ITSM Operations, Production Support, or Incident Management.
• Strong expertise in Incident, Major Incident, Problem, and Change Management processes.
• Hands-on experience with ServiceNow ITSM and workflow automation.
• Experience with APM tools including AppDynamics (AppD), SigNoz, or equivalent platforms.
• Strong knowledge of Grafana, Prometheus, Splunk, Application Insights, and SCOM.
• Experience with PagerDuty, event management, and escalation management frameworks.
• Exposure to monitoring tool consolidation, alert optimization, and threshold management.
• Experience supporting AIOps, observability, and proactive operations initiatives.
• Strong analytical, stakeholder management, and communication skills.
• Experience supporting banking, financial services, digital platforms, or large-scale enterprise environments preferred.

Preferred Experience

• SCOM: Monitoring infrastructure heartbeats and system states across 612+ management packs.
• Application Insights: Monitoring Digital Banking, NuPoint, Identity, and Tokenization platforms.
• Splunk: Operational analytics for Digital Banking, ACH, FedNow, NuPoint Wire, and Imaging platforms.
• PagerDuty: Managing incident escalations across 35+ squads, improving MTTA and MTTR performance.
• OpManager / NetFlow: Monitoring network devices, interfaces, traffic flows, and service availability