Incident Manager

SID Global Solutions; Hyderabad; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

SID Global Solutions is seeking an experienced Incident & Release Manager to lead restoration of critical IT incidents and supervise end‑to‑end release processes for high‑availability banking applications. The role requires coordinating cross‑functional teams, CAB governance, and strict regulatory alignment.

The ideal candidate brings 7+ years in ITSM with banking domain exposure, strong ITIL and Agile knowledge, and hands‑on experience with ServiceNow, Jira, and Remedy.

Qualifications

• 7+ years in IT Service Management with Incident & Release focus.
• Experience in Banking/Financial Services/Insurance domains with high‑volume transactions.
• ITIL v3/v4 strong; Agile/Scrum delivery familiarity.

Responsibilities

• Lead restoration of high‑priority incidents (P1/P2) affecting core banking systems.
• Chair CAB and emergency bridge calls with cross‑functional teams.
• Oversee end‑to‑end release lifecycle across staging to live environments.
• Ensure out‑of‑band back‑out plans and automated sanity tests are in place.
• Maintain release documentation for audits and compliance.

Skills

IT Service Management

Incident Management

Release Management

ITIL v3/v4

Agile/Scrum

Banking domain exposure

On-call readiness

Tools

ServiceNow

Jira

Remedy

Jenkins

GitLab

Job description

We are seeking an experienced Incident & Release Manager with over 7 years of IT service management background to join our dynamic banking technology team. In this role, you will be dual‑hatted, driving both production stability and seamless software deployments for critical, high‑availability financial applications. You will be responsible for leading the restoration of complex, high‑priority service disruptions while simultaneously orchestrating the end‑to‑end release lifecycle, ensuring zero disruption to daily banking operations and strict compliance with financial regulations.

Key Responsibilities

Incident & Problem Management (50%)

• Lead and orchestrate the restoration of high‑priority (P1/P2) incidents affecting critical core banking networks, payment gateways, and customer‑facing channels.
• Convene and chair emergency technical bridge calls with cross‑functional infrastructure, security, application development, and third‑party vendor teams.
• Draft and distribute timely, precise executive‑level incident alerts and progress updates to business leadership and operational heads.
• Facilitate post‑incident reviews, drive thorough problem management workflows, and track preventative actions to eliminate recurring failures.
• Monitor and enforce strict Mean Time to Resolve (MTTR) metrics aligned with banking performance standards and regulatory guidelines.

Release & Change Management (50%)

• Oversee the end‑to‑end software release lifecycle, managing deployment schedules across staging, pre‑production, and live banking environments.
• Evaluate change management requests, analyze cross‑system dependencies, and conduct strict risk/impact assessments to prevent deployment‑related outages.
• Chair Change Advisory Board (CAB) and release readiness reviews with product owners, QA leads, and infrastructure teams to secure formal approvals.
• Ensure every deployment package includes comprehensive, validated back‑out strategies and automated sanity‑testing scripts.
• Maintain meticulous documentation of release manifests, approvals, and testing sign‑offs to satisfy stringent internal and banking regulatory audits.

Required Qualifications & Technical Skills

• Minimum 7+ years of professional experience in IT Service Management, specifically running Incident and Release management functions.
• Proven track record working within a Banking, Financial Services, or Insurance domain handling high‑volume transaction systems.
• Strong operational mastery of ITIL v3 / ITIL 4 frameworks (certification highly preferred) and familiarity with Agile/Scrum delivery models.
• Advanced proficiency using enterprise platforms like ServiceNow, Jira, Remedy, or equivalent tracking tools.
• Conceptual or hands‑on understanding of DevOps release pipelines, automation tools (Jenkins, GitLab), and cloud environments (AWS/Azure).
• Readiness to participate in an on‑call rotation schedule to support critical weekend deployment windows and after‑hours major incidents.