Incident Manager

SID Global; Hyderabad; On-site; INR 2,500,000 - 3,500,000; Full time

Job summary

SID Global seeks an experienced Incident & Release Manager for Banking Operations in a high-demand IT environment. You will lead major incident restoration, coordinate cross-functional teams, and oversee the complete release lifecycle to ensure zero disruption to critical banking services.

The role requires 7+ years in ITSM within BFSI, strong ITIL credentials, and hands-on experience with ServiceNow/Jira. On-call rotation and strict regulatory compliance are expected.

Qualifications

• Experience in ITSM within BFSI domain; managing high-priority incidents and releases.
• Excellent understanding of ITIL processes and the DevOps release lifecycle.
• Ability to coordinate cross-functional teams and communicate with senior leadership.

Responsibilities

• Lead restoration of major incidents (P1/P2) affecting core banking networks and payment gateways.
• Chair and coordinate Change Advisory Board (CAB) and release readiness reviews.
• Oversee end-to-end release lifecycle across staging, pre-prod, and live environments.

Skills

ITSM

Incident management

Release management

ITIL v3/v4

Stakeholder communication

CAB chairing

On-call readiness

Tools

ServiceNow

Jira

Remedy

Jenkins

GitLab

AWS

Azure

Job description

Job Title: Incident & Release Manager (Banking Operations)

Job Summary 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%)

• Major Incident Response: Lead and orchestrate the restoration of high-priority (P1/P2) incidents affecting critical core banking networks, payment gateways, and customer-facing channels.


• Crisis Coordination: Convene and chair emergency technical bridge calls with cross-functional infrastructure, security, application development, and third-party vendor teams.


• Stakeholder Communication: Draft and distribute timely, precise executive-level incident alerts and progress updates to business leadership and operational heads.


• Root Cause Analysis (RCA): Facilitate post-incident reviews, drive thorough problem management workflows, and track preventative actions to eliminate recurring failures.


• SLA Compliance: Monitor and enforce strict Mean Time to Resolve (MTTR) metrics aligned with banking performance standards and regulatory guidelines.

Release & Change Management (50%)

• Deployment Orchestration: Oversee the end-to-end software release lifecycle, managing deployment schedules across staging, pre-production, and live banking environments.


• Risk Assessment: Evaluate change management requests, analyze cross-system dependencies, and conduct strict risk/impact assessments to prevent deployment-related outages.


• Go/No-Go Leadership: Chair Change Advisory Board (CAB) and release readiness reviews with product owners, QA leads, and infrastructure teams to secure formal approvals.


• Rollback Planning: Ensure every deployment package includes comprehensive, validated back-out strategies and automated sanity-testing scripts.


• Audit & Compliance: Maintain meticulous documentation of release manifests, approvals, and testing sign-offs to satisfy stringent internal and banking regulatory audits.

Required Qualifications & Technical Skills

• Experience: Minimum 7+ years of professional experience in IT Service Management (ITSM), specifically running Incident and Release management functions.


• Industry Domain: Proven track record working within a Banking, Financial Services, or Insurance (BFSI) domain handling high-volume transaction systems.


• Methodologies: Strong operational mastery of ITIL v3 / ITIL 4 frameworks (Certification is highly preferred) alongside familiarity with Agile/Scrum delivery models.


• ITSM & Automation Tools: Advanced proficiency using enterprise platforms like ServiceNow, Jira, Remedy, or equivalent tracking tools.


• CI/CD Awareness: Conceptual or hands-on understanding of DevOps release pipelines, automation tools (Jenkins, GitLab), and cloud environments (AWS/Azure).


• Availability: Readiness to participate in an on-call rotation schedule to support critical weekend deployment windows and after-hours major incidents.