Incident Engineer (Operations Support)

Job description

The Incident Engineer will coordinate and manage major and critical incidents, ensuring rapid restoration of service, escalation control, effective communication, and follow-up actions including RCA and lessons learned. This includes managing incidents end-to-end, facilitating incident bridge calls, monitoring incident lifecycle, providing real-time incident status updates, coordinating post-incident reviews, analyzing incident trends, and recommending improvements.

Requirements

• Minimum 5 years experience in Incident Management and Major Incident Management
• Strong understanding of IT Operations and ITSM processes
• Proven experience coordinating critical incidents and stakeholder communications
• Experience in Root Cause Analysis (RCA) and incident management documentation
• Strong leadership, communication, and escalation management skills
• Experience in banking or highly regulated environments preferred

Skills