Network Operation And Monitoring Manager

Idfc First Bank Limited; Mumbai; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Idfc First Bank Limited in Mumbai is seeking an IT Infrastructure Incident Manager to oversee events, incidents and problems across the enterprise infrastructure. You will drive end-to-end ITSM processes, coordinate cross-functional teams and minimize business impact during outages.

You will lead NOC and monitoring teams, ensure accurate logging, prioritization, and timely communication with leadership and stakeholders.

Qualifications

• 10+ years in IT infrastructure and ITSM.
• 5+ years with ticketing tools like ServiceNow, BMC Remedy, Freshworks, ManageEngine.
• 2+ years in workflow configurations within ITSM tools.
• 4+ years configuring monitoring tools (Prometheus, Site Scope, ManageEngine, SolarWinds).
• Strong OS, virtualization, network, storage, cloud, security, DC knowledge.
• Excellent communication, leadership, and stakeholder management.
• Ability to work under pressure and manage multiple priorities.

Responsibilities

• Manage lifecycle of IT events, incidents, and problems across infrastructure.
• Lead NOC and infra monitoring teams.
• Coordinate with cross-functional teams during high-pressure incidents.
• Ensure incidents are logged, categorized, and prioritized.
• Maintain CMDB and CI relationships; update tools inventory.
• Provide RCAs and RCCAs with stakeholders.
• Communicate impact to leadership and stakeholders.
• Bridge calls for P1/MIM incidents.
• Ensure ITSM process adherence and SLAs.
• Prepare evidence for audits.

Skills

Communication

Leadership

Stakeholder management

Pressure handling

Prioritization

NOC coordination

ITSM process

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

BMC Remedy

Freshworks

ManageEngine

Prometheus

SiteScope

SolarWinds

Job description

Job Description:

Job Requirements

The IT Infrastructure Incident Manager is responsible for managing the lifecycle of all Events, Incidents and Problem management across Infrastructure environment.

This role ensures that Tickets are resolved quickly and efficiently to minimize business impact and maintain service quality.

The role requires strong coordination, communication, and analytical skills to lead cross-functional teams during high-pressure situations.

Key Responsibilities

• Make sure all the infrastructure devices are configured in the Monitoring tool.
• Lead and Manage NOC, Infra monitoring team
• Identify the gaps in the ITSM process and drive to fulfil the same
• Drive the end-to-end Event, Incident & Problem management process
• Ensure all the events, incidents are correctly logged, categorized, prioritized and assigned.
• Enforce resolver groups to follow the ITSM process, SLA s and OLAs
• Evaluate the business impact and effectively communicate the same to leadership team and required stakeholders
• Lead P1, Major Incident Management (MIM) , bridge calls and provide progressive updates
• Coordinate with all the Infra technical teams (Compute-OS, Network, Storage & Back Up, Cloud, Security, Physical Infra, DC ) to diagnose and resolve issues.
• Follow and Escalate incidents appropriately and ensure proper communication with stakeholders.
• Maintain accurate and detailed incident records for audit and analysis.
• Serve as the primary point of contact all ITSM reports
• Drive all the RCAs and RCCAs by coordinating with all the involved teams and stakeholders ,OEMs etc.
• Identify the repeated incidents, category and apply Problem Management to identify RCA , RCCA
• Provide required evidences for all kinds Regulatory, Internal audit etc
• Use monitoring tools and dashboards to detect anomalies and trigger early interventions.
• Update CI relationships, CMDB
• Maintain compliance between Tools Inventory Vs CMDB

Required Skills & Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Over all 10+ years of experience in IT infrastructure environment and ITSM
• 5+ Years of experience with any ticketing tools like ServiceNow, BMC Remedy, Fresh works, Manage Engine etc.
• 2+Years of experience in workflow configurations with in ITSM tools
• 4+ Years of experience in configuring and managing monitoring tools like Prometheus, Site Scope, Manage Engine, SolarWinds,
• Extensive knowledge of Infrastructure -OS, Virtualization, Network, Storage & Back Up, Cloud, Security, Physical Infra, DC
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work under pressure and manage multiple priorities.

Preferred Certifications

• ITIL V3/V4 Foundation or Intermediate- Must to have
• PMP or PRINCE2 – Good to have
• Any one certificate on Compute( Windows/Linux) or Network – CCNA

Requirements: