Incident Manager

Real experience in Incident Management: you have coordinated major incidents, managed teams under pressure, and communicated with executives.

Major Incident Management: you know how to escalate, prioritize, and make quick decisions in critical situations.

Solid knowledge of ITIL: you understand incident lifecycles, change management, and continuous improvement.

Coordination of multidisciplinary teams: you work well with technicians, business, and providers, communicate clearly, and achieve consensus under pressure.

SLA Management: you know what to measure, how to do it, and how to report results clearly.

Experience in regulated or critical environments: you have worked in banking, insurance, or infrastructure where downtime is not an option.

We especially value: ServiceNow or similar ITSM tools, Problem Management, Monitoring and observability, ITIL Certification.

We manage full banking infrastructure support: from operations and systems to modernization and infrastructure projects. We operate in a critical environment where system availability is non-negotiable. We work with multiple technical providers and coordinate multidisciplinary teams under pressure. SLAs are strict and the business impact is direct.

You will coordinate the resolution of Major Incidents, leading the response from detection to resolution.

You will lead technical bridges and follow-up committees, ensuring clear communication between technical teams, the business, and providers.

You will manage executive communications: you will report incident status, business impact, and estimated resolution times.

You will perform rigorous SLA monitoring, identifying deviations and escalating when necessary.

You will prepare post-incident reports and coordinate Root Cause Analysis (RCA) to prevent recurrences.

You will collaborate with Problem Management to convert recurring incidents into permanent improvements.

You will manage provider relationships during incidents, ensuring compliance with commitments.