Incident Manager

AU SMALL FINANCE BANK; Jaipur; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

AU SMALL FINANCE BANK is seeking an experienced Incident Manager in Jaipur to lead end-to-end management of critical incidents across banking applications, digital channels, and IT infrastructure. The role requires coordinating cross‑functional teams, driving rapid incident resolution, and ensuring governance and compliance.

Responsibilities include incident bridges, PIRs, RCA sessions, and proactive trend reporting. Onsite, ITIL-focused production support experience is essential.

Qualifications

• Strong ITIL incident management understanding and best practices.
• Experience leading major incidents in 24x7 production environments.
• Excellent stakeholder, vendor, and leadership communication skills.
• Hands-on with ITSM tools and supporting infrastructure tech.

Responsibilities

• Manage and coordinate Major Incidents (P1/P2) to restore services quickly.
• Lead incident bridge calls with application, infra, network, and vendor teams.
• Assess impact and provide updates to business and leadership stakeholders.
• Drive resolution activities and ensure SLA adherence.
• Publish incident notifications, status updates, and closure reports.
• Conduct PIRs and facilitate RCA discussions.
• Identify recurring issues and push preventative actions.
• Collaborate with Change, Problem, and Service Management teams.
• Prepare incident trend analyses, dashboards, and reports.
• Support audit, regulatory and governance documentation.

Skills

Major Incident Management

Incident Coordination & Escalation

Root Cause Analysis (RCA)

SLA Management

Stakeholder Management

Tools

ServiceNow

BMC Remedy

Jira

Job description

Job Description

Location: Jaipur (Onsite)

Experience: 5-10 Years

Function: IT Operations / Production Support / Service Management

We are looking for an experienced Incident Manager to lead and coordinate the end-to-end management of critical incidents across banking applications, digital channels, and IT infrastructure. The ideal candidate should have strong expertise in Major Incident Management, ITIL processes, stakeholder communication, and production support environments.

Key Responsibilities

• Manage and coordinate Major Incidents (P1/P2) to ensure timely service restoration.
• Lead incident bridge calls involving application, infrastructure, network, database, cloud, and vendor teams.
• Assess business impact and provide regular updates to business and leadership stakeholders.
• Drive incident resolution activities and ensure adherence to SLAs.
• Publish incident notifications, status communications, and closure reports.
• Conduct Post Incident Reviews (PIR) and facilitate Root Cause Analysis (RCA) discussions.
• Identify recurring issues and drive preventive and corrective actions.
• Collaborate with Change Management, Problem Management, and Service Management teams.
• Prepare incident trend analysis, dashboards, and management reports.
• Support audit, regulatory, and compliance requirements through proper documentation and governance.

Required Skills

• Strong understanding of ITIL Incident Management processes and best practices.
• Experience managing Major Incidents in 24x7 production environments.
• Strong stakeholder, vendor, and leadership communication skills.
• Knowledge of applications, databases, networks, cloud, and infrastructure technologies.
• Hands‑on experience with ITSM tools such as ServiceNow, BMC Remedy, Jira , or equivalent.
• Strong analytical, problem-solving, and coordination skills.
• Ability to work under pressure and manage multiple critical priorities simultaneously.

Preferred Experience

• Banking, BFSI, FinTech, Digital Payments, or Enterprise IT environments.
• Exposure to UPI, IMPS, NEFT, RTGS, Digital Banking Channels, CBS, Command Center Operations, and Production Support.
• ITIL Foundation Certification preferred.

Key Competencies

• Major Incident Management
• Incident Coordination & Escalation
• Root Cause Analysis (RCA)
• Stakeholder & Vendor Management
• Service Operations
• Risk Assessment
• SLA Management
• Process Improvement
• Leadership & Communication

If you have a passion for ensuring service stability, driving rapid incident resolution, and supporting mission‑critical banking applications, we'd love to hear from you.