Description

Lead incident investigations and drive the strategic direction of incident and problem management functions for critical financial infrastructure.

Responsibilities

• Lead incident investigations and write detailed postmortems to capture root causes and corrective actions.
• Manage the end-to-end incident lifecycle, including prioritization, classification, and coordination of resolution actions.
• Develop and maintain incident and problem management processes, procedures, and tabletop exercises.
• Analyze incident data and metrics to identify trends, target improvement areas, and evolve the problem management process.
• Represent the organization during internal and external audit activities and engage with examining bodies.

Required Skills

• 5+ years of experience designing and executing incident or problem management processes.
• 5+ years of experience in IT Service Management or senior operations roles within financial services.
• 5+ years of experience working within the payments landscape.
• 3+ years of hands-on experience using ServiceNow.
• Proven ability to translate complex process breaks into clear, understandable root cause documentation.
• Strong analytical and problem-solving skills with a focus on data-driven improvements.
• Excellent written and verbal communication skills for interacting with enterprise stakeholders and external clients.
• Experience managing teams of 3-6 resources.

Preferred Skills

• Ability to influence without authority and manage conflicting priorities under pressure.
• Experience with TCH technologies.

Key Skills

Education

Any Graduate