Incident Manager

We are looking for Incident Manager with extensive experience in service management and incident handling.Key ResponsibilitiesManage the end-to-end incident lifecycle, including detection, logging, categorization, prioritization, investigation, diagnosis, and resolution.Lead Major Incident (P1/P2) bridges, ensuring cross-functional coordination among NOC, infrastructure, applications, and vendor teams.Ensure timely communication to stakeholders, management, and customers throughout the incident lifecycle.Conduct Root Cause Analysis (RCA) for major incidents and ensure preventive actions are identified and implemented.Drive the Incident Management process in alignment with ITIL standards.Coordinate with Problem and Change Management teams to ensure long-term service stability.Monitor incident trends and produce management reports, highlighting recurring issues and improvement areas.Maintain high service availability and performance through proactive monitoring and response.Maintain the Major Incident documentation and ensure lessons learned sessions are held post-resolution.Requirements & Qualifications10+ years of experience in service management with a strong focus on incident management, preferably within the banking or financial services industry.Proven experience managing incidents in large, complex, multi-functional, and high-availability environments.ITIL certification (preferred) with strong knowledge of ITIL processes.Strong problem-solving, decision-making, and crisis management skills.Excellent communication, leadership, and coordination abilities.Ability to remain calm and effective under pressure while managing critical business incidents.Prior meaningful technology and business/industry experience, including incident handling in both infrastructure and application domains.Exposure to proactive incident management practices (desirable).Knowledge of financial industry standards, compliance, and business practices.Basic understanding of infrastructure and application architectures.Ability to multitask, manage changing priorities, and work independently.Flexibility to work in a 24x7 shift environment as per business requirements.Location: Karachi