Incident Manager

Job Summary

Delivery Centric is seeking an experienced Incident Manager to manage major incidents and drive effective incident and problem management within a mission-critical 24x7x365 production support environment. The role requires strong ITIL-based process knowledge, excellent communication and coordination skills, and the ability to work effectively with offshore teams and multiple stakeholders.

Responsibilities

• Manage Major Incidents, including action planning, stakeholder communication, coordination and resolution.
• Drive the effectiveness and continuous improvement of Incident and Problem Management processes.
• Monitor incident management performance and prepare KPIs, management reports and recommendations.
• Review and audit incident management processes to ensure compliance with defined standards.
• Provide support within a 24x7x365 production environment, including on-call support and weekend deployments when required.
• Coordinate with offshore teams and relevant stakeholders to manage and resolve incidents effectively.
• Contribute to controlled Change Management processes.
• Apply ITIL-based processes to ensure consistent and high-quality service delivery.
• Maintain timely status reporting, documentation and effective handover/knowledge transfer.
• Ensure adherence to defined operational, audit and compliance requirements.

Essential Skills & Experience

• 5-8 years of overall IT experience, with 3-4+ years of Incident Management experience.
• Hands-on experience in Incident Management within a production support environment.
• Experience managing Major Incidents and coordinating multiple stakeholders.
• Good understanding of Problem Management and ITIL processes.
• Strong problem-solving and analytical skills.
• Excellent English communication and stakeholder management skills.
• Proficiency with standard IT tools, including Microsoft Office.

Desirable Skills

• Banking or financial services domain experience.
• Exposure to SEPA Credit Transfers and Direct Debits.
• Knowledge of payment systems.

Work Environment

• Willingness to provide on-call support and weekend deployment support when required.
• Comfortable working in a high-pressure, fast-moving and multicultural environment.
• Strong team player with the ability to coordinate across onshore and offshore teams.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.