Incident Engineer
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
Requirements
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