24/7 Incident Command Leader | Banking ITIL Expert

Mashreq; Pakistan; On-site; PKR 1,800,000 - 2,600,000; Full time

Job summary

Mashreq is seeking an experienced Incident Manager to lead 24x7 incident management in a Banking IT service environment. You will enforce ITIL processes, classify severities, and coordinate with technical teams to drive rapid resolution while minimizing business impact.

You will communicate effectively with technology and business stakeholders, document events, and contribute to continuous improvement through proactive problem management and quality handovers.

Qualifications

• ITIL certification is preferred.
• Experience in incident management, preferably in high-availability environments.
• Strong problem-solving and communication skills required.

Responsibilities

• Manage incidents in a 24x7 shift with ITIL-aligned processes.
• Coordinate with technical teams to ensure rapid incident resolution and proper escalation.
• Provide timely updates to stakeholders and maintain incident documentation.
• Collaborate with Change and Problem Management to identify continual improvement opportunities.
• Maintain data quality and handovers, ensuring knowledge sharing across teams.

Skills

ITIL

Incident management

Banking industry experience

Communication

Problem solving

24x7 shift

Stakeholder management

Education

ITIL Certification

Bachelor’s degree in IT/Computer Science

Job description

Mashreq is seeking an experienced Incident Manager to lead 24x7 incident management in a Banking IT service environment. You will enforce ITIL processes, classify severities, and coordinate with technical teams to drive rapid resolution while minimizing business impact.

You will communicate effectively with technology and business stakeholders, document events, and contribute to continuous improvement through proactive problem management and quality handovers.