Incident Engineer

Job description

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