- Act as the primary coordinator for all major incidents and escalations level.
- Ensure accurate incident categorization, prioritization, and assignment in line with defined SLAs.
- Coordinate between L1, L2, and L3 support teams and third-party vendors/OEMs for resolution.
- Drive incident bridges and provide regular updates to stakeholders until closure.
- Perform impact analysis and ensure incidents are resolved within agreed timelines.
- Maintain timely and transparent communication with internal teams, customers, and management.
- Escalate incidents to higher levels (L3/OEM/Management) as per escalation matrix.
- Ensure proper documentation of incident progress, updates, and closure notes.
- Process Compliance Reporting
- Adhere strictly to ITIL-defined Incident Management process.
- Ensure creation and submission of Incident Reports for all critical and recurring incidents.
- Prepare and publish critical device health Parameters report.
- Collaboration Continuous Improvement
- Work closely with monitoring and operations teams to ensure swift incident resolution.
- Identify process gaps and provide recommendations for improving incident handling efficiency.
- Participate in service review meetings and present incident-related metrics.
Required Skills Competencies:
- Strong understanding of ITIL Incident Management processes.
- Hands-on technical expertise at L2 level in at least Networking domain
- Excellent communication, coordination, and stakeholder management skills.
- Ability to work under pressure during high-severity incidents.
- Good analytical and problem-solving skills.
- Knowledge of ticketing/ITSM tools (e.g., ServiceNow, Remedy, etc.).
Qualifications Experience:
- Graduate in Engineering/Technology (preferred) or equivalent technical qualification.
- ITIL Strategic or equivalent/ PMP certification.
- Excellent knowledge in Microsoft Word, excel and PowerPoint
- Minimum 5 years of relevant experience in Incident Management/NOC/IT Operations.
- Prior experience in handling major incidents in BFSI or large-scale enterprise environments is an advantage.
- Fluent in both spoken and written English. Should be able to understand and speak Hindi or any other local language
Incident / Change / Problem Mgmt
Bank Network Infrastructure
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Experience : 5 - 10 years
Notice Period : Immediate
Locations : Hyderabad, Telangana, India
Skills : Incident / Change / Problem Mgmt
Job Type : Not Mentioned
Posted:_7-Jul-2026 4:23 AM, Delivery-Network Digital Managed Services_Openings: 1 Job Applicants: 56
Apply
- Act as the primary coordinator for all major incidents and escalations level.
- Ensure accurate incident categorization, prioritization, and assignment in line with defined SLAs.
- Coordinate between L1, L2, and L3 support teams and third-party vendors/OEMs for resolution.
- Drive incident bridges and provide regular updates to stakeholders until closure.
- Perform impact analysis and ensure incidents are resolved within agreed timelines.
- Maintain timely and transparent communication with internal teams, customers, and management.
- Escalate incidents to higher levels (L3/OEM/Management) as per escalation matrix.
- Ensure proper documentation of incident progress, updates, and closure notes.
- Process Compliance Reporting
- Adhere strictly to ITIL-defined Incident Management process.
- Ensure creation and submission of Incident Reports for all critical and recurring incidents.
- Prepare and publish critical device health Parameters report.
- Collaboration Continuous Improvement
- Work closely with monitoring and operations teams to ensure swift incident resolution.
- Identify process gaps and provide recommendations for improving incident handling efficiency.
- Participate in service review meetings and present incident-related metrics.
Required Skills Competencies:
- Strong understanding of ITIL Incident Management processes.
- Hands-on technical expertise at L2 level in at least Networking domain
- Excellent communication, coordination, and stakeholder management skills.
- Ability to work under pressure during high-severity incidents.
- Good analytical and problem-solving skills.
- Knowledge of ticketing/ITSM tools (e.g., ServiceNow, Remedy, etc.).
Qualifications Experience:
- Graduate in Engineering/Technology (preferred) or equivalent technical qualification.
- ITIL Strategic or equivalent/ PMP certification.
- Excellent knowledge in Microsoft Word, excel and PowerPoint
- Minimum 5 years of relevant experience in Incident Management/NOC/IT Operations.
- Prior experience in handling major incidents in BFSI or large-scale enterprise environments is an advantage.
- Fluent in both spoken and written English. Should be able to understand and speak Hindi or any other local language
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