Network Operation & Monitoring Manager

IDFC FIRST Bank; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

IDFC FIRST Bank is seeking an experienced IT Infrastructure Incident Manager to oversee Event, Incident, and Problem management across its IT infrastructure. This role requires over 10 years of IT experience, including significant work with ticketing and monitoring tools. Candidates must possess strong leadership and communication skills to effectively coordinate cross-functional teams. Ensure incidents are logged, prioritized, and resolved efficiently to minimize business impact. The company is based in Mumbai, India, and values proactive problem management.

Qualifications

• Over 10 years of experience in IT infrastructure and ITSM.
• 5+ years of experience with ticketing tools such as ServiceNow, BMC Remedy.
• 4+ years of experience managing monitoring tools such as Prometheus and SolarWinds.

Responsibilities

• Manage the lifecycle of all Events, Incidents, and Problem management.
• Lead and manage the NOC and infrastructure monitoring team.
• Evaluate business impact and communicate findings to stakeholders.

Skills

IT infrastructure and ITSM experience

Ticketing tools (ServiceNow, BMC Remedy)

Communication and leadership skills

Monitoring tools (Prometheus, SolarWinds)

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow

BMC Remedy

ManageEngine

Job description

The IT Infrastructure Incident Manager is responsible for managing the lifecycle of all Events, Incidents and Problem management across the Infrastructure environment. This role ensures that tickets are resolved quickly and efficiently to minimize business impact and maintain service quality. It 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 the NOC and infrastructure monitoring team.
• Identify gaps in the ITSM process and drive improvements.
• Drive the end‑to‑end event, incident, and problem management process.
• Ensure all events and incidents are correctly logged, categorized, prioritized, and assigned.
• Enforce resolver groups to follow the ITSM process, SLAs, and OLAs.
• Evaluate business impact and communicate findings to leadership and stakeholders.
• Lead P1 and major incident management (MIM), bridge calls, and provide progressive updates.
• Coordinate with all infrastructure technical teams (compute‑OS, network, storage & backup, cloud, security, physical infra, DC) to diagnose and resolve issues.
• Follow and escalated 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 for all ITSM reports.
• Drive RCAs and RCCAs by coordinating with all involved teams, stakeholders, and OEMs.
• Identify repeated incidents and apply problem management to identify causal RCA and RCCA.
• Provide required evidence for regulatory and internal audit requirements.
• Use monitoring tools and dashboards to detect anomalies and trigger early interventions.
• Update CI relationships and CMDB.
• Maintain compliance between tools inventory and CMDB.

Required Skills & Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Over 10 years of experience in IT infrastructure and ITSM.
• 5+ years of experience with ticketing tools such as ServiceNow, BMC Remedy, Freshworks, ManageEngine, etc.
• 2+ years of experience configuring workflows within ITSM tools.
• 4+ years of experience configuring and managing monitoring tools such as Prometheus, SiteScope, ManageEngine, SolarWinds.
• Extensive knowledge of infrastructure – OS, virtualization, network, storage & backup, 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 – mandatory.
• PMP or PRINCE2 – desirable.
• Certification on compute (Windows/Linux) or network – e.g., CCNA.