Incident Manager

Systems Limited; Lahore; On-site; PKR 1,800,000 - 3,200,000; Full time

Job summary

Systems Limited is seeking an experienced Incident Manager to join our 24x7 Technology Service Management team. The role focuses on end-to-end incident lifecycle governance, ensuring service availability across on-premises, private, public, and hybrid cloud environments.

You will drive rapid response, stakeholder communication, and continuous service improvement in a banking operations setting. The successful candidate will manage major incidents, coordinate across geographies, and contribute to

Qualifications

• Bachelor’s degree in computer science, information technology or related field.
• 10+ years in IT Service Management with strong Incident Management experience.
• Proven experience managing major incidents in large-scale enterprises, preferably banking.
• ITIL framework knowledge with preferred ITIL certification.
• Experience in high-availability production environments with strict SLAs.

Responsibilities

• Manage the complete lifecycle of incidents in a 24x7 environment with SLAs.
• Act as primary contact for major incidents during shifts and coordinate rapid response.
• Classify incident severity and ensure escalation to technical and business stakeholders.
• Drive incident resolution by collaborating with infrastructure, application and support teams.
• Monitor incident queues for proper categorization, prioritization, and closure.
• Provide timely updates to stakeholders with impact analysis and timelines.
• Work with Command Center to identify recurring issues and potential disruptions.
• Coordinate with Change and Problem Management for handovers and root-cause analysis.
• Maintain quality documentation, shift handovers, and knowledge sharing.
• Support continuous improvement by identifying process gaps and automation opportunities.
• Prepare incident reports, post-incident reviews, and management summaries.

Skills

Incident management

ITIL framework

Major incident handling

Stakeholder communication

Shift-based operations

SLA management

Root cause analysis

Operational governance

Banking industry knowledge

Analytical thinking

Education

Bachelor’s degree in Computer Science or Information Technology

Tools

ITSM tools knowledge

Job description

We are looking for an experienced Incident Manager to join our 24x7 Technology Service Management team. The role is responsible for ensuring uninterrupted technology services across critical banking operations by managing the end-to-end incident lifecycle in alignment with ITIL best practices. The ideal candidate will play a key role in service availability, incident governance, stakeholder communication, and continuous service improvement across complex multi-technology environments spanning on-premises, private, public, and hybrid cloud infrastructures.

Responsibilities

• Manage the complete lifecycle of incidents in a 24x7 operational environment, ensuring timely resolution within agreed SLAs
• Act as the primary point of contact for major incidents during assigned shifts and coordinate rapid response activities
• Classify incident severity accurately and ensure appropriate escalation to technical and business stakeholders
• Drive incident resolution by collaborating with infrastructure, application, and support teams across multiple geographies
• Monitor incident queues to ensure proper categorization, prioritization, documentation, and closure
• Facilitate communication updates to stakeholders during incident progression, including impact analysis, timelines, and resolution status
• Work closely with Command Center teams to proactively identify recurring issues and potential service disruptions
• Coordinate with Change Management and Problem Management teams to ensure smooth handovers and root cause analysis
• Maintain quality documentation, shift handovers, and knowledge-sharing practices to ensure operational continuity
• Support continuous improvement initiatives by identifying process gaps, control weaknesses, and automation opportunities
• Prepare incident reports, post-incident reviews, and management summaries for senior leadership
• Ensure compliance with internal governance, audit requirements, and banking industry service management standards

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum 10+ years of experience in IT Service Management, with strong focus on Incident Management in 24x7 environments.
• Proven experience managing major incidents in large-scale, complex enterprise environments, preferably within the banking or financial services sector.
• Strong understanding of ITIL framework and service management best practices; ITIL certification preferred.
• Experience working in high-availability production environments with strict SLA and uptime requirements.
• Strong knowledge of incident prioritization, severity assessment, escalation management, and stakeholder communication.
• Basic understanding of infrastructure and application architecture across on-premises and cloud platforms.
• Experience in proactive incident management and continuous service improvement initiatives.
• Strong analytical, problem-solving, and decision-making skills under pressure.
• Excellent communication and stakeholder management skills, with the ability to engage senior leadership.
• Ability to work independently, multitask, and adapt to changing priorities in a shift-based environment
• Understanding of banking technology operations, regulatory expectations, and financial industry practices is highly desirable.