Incident Management Lead

Evoke HR Solutions Pvt. Ltd.; Mumbai; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Evoke HR Solutions Pvt. Ltd. in Mumbai is seeking an experienced Incident Management Lead for the Banking Domain. The role requires handling end-to-end incident resolution in a 24x7 environment with 6.5+ years of experience.

The candidate will manage incidents, coordinate with cross-functional teams, and ensure SLA compliance while following ITIL/ITSM processes. Immediate joiners are preferred and the work mode is WFO in Mumbai.

Qualifications

• Experience in incident management with ITIL/ITSM practices.
• Banking/BFSI domain experience is required.
• Proficient in SQL and UNIX/Linux environments.
• Experience with WebLogic or WebSphere.
• Strong communication and stakeholder management skills.
• Knowledge of networking fundamentals beneficial.

Responsibilities

• Manage end-to-end incidents and drive timely resolution within SLAs.
• Perform technical troubleshooting and coordinate with cross-functional teams.
• Prepare interim Root Cause Analysis (RCA) reports.
• Manage stakeholder communication and incident escalations.
• Ensure adherence to ITSM/ITIL processes.
• Monitor production incidents and coordinate recovery activities.

Skills

Incident Management / ITSM

Banking / BFSI domain

SQL

UNIX/Linux

WebLogic / WebSphere

Networking fundamentals

Strong communication and stakeholdermg

Education

BE/B.Tech/MCA

Tools

Dynatrace

Job description

Job Title: Incident Management Lead Banking Domain

Location: Mumbai
Work Mode: Work from Office (WFO)
Experience: 6.5+ Years
Notice Period: Immediate Joiners
Education: BE/B.Tech/MCA
Work Schedule: 24x7 rotational shifts and rotational week-offs; alternate Saturdays working

Job Description:

We are looking for an experienced Incident Management Lead with a strong background in banking and production support to manage end-to-end incident resolution and ensure SLA compliance.

Key Responsibilities:

• Manage end-to-end incidents and drive timely resolution within SLAs.
• Perform technical troubleshooting and coordinate with cross-functional teams.
• Prepare interim Root Cause Analysis (RCA) reports.
• Manage stakeholder communication and incident escalations.
• Ensure adherence to ITSM/ITIL processes.
• Monitor production incidents and coordinate recovery activities.

Mandatory Skills:

• Incident Management / ITSM
• Banking / BFSI domain
• SQL
• UNIX/Linux
• WebLogic / WebSphere
• Networking fundamentals
• Strong communication and stakeholder management

Good to Have:

ITIL knowledge and Dynatrace monitoring tool experience.