Lead Incident Management Associate

DTCC; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

DTCC is seeking an experienced Incident Management professional to oversee the end-to-end lifecycle of major incidents in a Banking IT environment. The role focuses on service restoration, impact assessment, and timely communications across support teams.

The ideal candidate brings ITIL expertise, 6+ years in major incident management, and strong collaboration skills to drive crisis resolution within defined SLAs.

Qualifications

• Minimum 6 years of major incident management and related IT field experience.
• ITIL Foundation certification (V3 or 4) or above.
• Bachelor’s degree preferred or equivalent experience.
• Amendable to work on Weekends and rotational shifts.

Responsibilities

• Own end-to-end lifecycle of major incidents and ensure timely service restoration.
• Identify incident impact and urgency; coordinate with cross-functional teams.
• Lead technical bridges and escalate per SLA; provide timely updates on major incidents.
• Document troubleshooting steps with timelines and post-incident details.
• Maintain ServiceNow tickets and ensure visibility of critical issues.
• Communicate clearly to non-technical partners; manage crisis situations.

Skills

Incident Management

Major Incidents

Service Restoration

SLA Management

Communication Skills

Problem & Change

Crisis Management

Team Collaboration

Analytical Skills

Education

Bachelor’s degree or equivalent

ITIL Foundation (V3/V4)

Tools

ServiceNow

Mainframe

Autosys

Cloud platforms

Job description

Role: Incident Management
Industry Type: Banking
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Infrastructure Services
Education
UG: B.Tech/B.E. in Any Specialization
PG: Any Postgraduate

Your Responsibilities:

• Responsible for the quality and integrity of the Incident Management process
• End to end Management of the lifecycle of Major incidents.
• Focus on Service restoration.
• Responsible to identify and capture impact and urgency
• Leading technical bridges and coordinating service restoration efforts with various support teams
• Providing a timely update on BIMS bridges for Major incidents as required until closure
• Identifying incidents which need special attention or escalation
• Timely management of escalation (per SLA durations) when there is no clear path to resolution by maintaining proper visibility for critical issues and ensuring the right resources are engaged to resolve the incident
• Document troubleshooting steps and service restoration details with proper Timelines
• Knowledge on networking devices, Mainframe, Autosys, Cloud platform, Fintech domain etc. will be preferable
• Candidate must have excellent communications (written & verbal) and collaborative skills including experience in handling escalations and crisis situations
• Independent, self-driven and highly client/SLA focused

Qualifications:

• Minimum of 6 years of related experience in Major incident management, financial services industry, infrastructure management or a related IT field
• Bachelor’s degree preferred or equivalent experience
• Minimum ITIL Foundation (V3 or 4) Certification or above
• Amendable to work on Weekends and rotational shifts

Talents Needed for Success:

• Solid experience with ITIL principles and standard processes, with ITIL certification (e.g., ITIL Foundation or above)
• Excellent analytical, organizational, and communication skills, with the ability to convey complex technical concepts to non-technical partners
• Proven track record of implementing process improvements and driving operational efficiency
• Solid team player with the ability to work collaboratively in multi-functional teams
• Ability to adapt to a fast-paced and changing environment, managing multiple priorities effectively
• Working experience of ServiceNow (Ticketing Tool)
• Excellent Knowledge, experience, and excellence within the area of Incident, Problem and Change management
• Enthusiastic confident with a can-do attitude