Incident Engineer (Operations Support)

Role Summary

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.

Key Responsibilities

Manage and coordinate major and critical incidents end-to-end to minimize business impact Facilitate incident bridge calls, command center communications, and escalation workflow Ensure rapid escalation, engagement, and coordination across infrastructure, application, database, network, security, and vendor support teams Monitor incident lifecycle (recognition → mitigation → resolution) and ensure escalation timelines align to SLAs Provide real-time incident status updates to technical teams and management stakeholders Coordinate post-incident reviews including Root Cause Analysis (RCA) and lessons learned sessions Ensure action tracking and follow-up closure based on RCA findings Analyze incident trends, recurrence patterns, and operational risks; recommend improvements Ensure correct incident categorization, prioritization, ownership assignment, and documentation Support Problem Management activities for recurring incidents and assist with performance improvements Develop incident management reports, dashboards, and KPI measurements supporting operational improvements Drive reduction of recurring incidents and improve MTTR through proactive incident management Ensure compliance with bank operational procedures, regulatory requirements, and ITSM governance during incident handling Skills & Experience 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