Lead Incident Manager, Banking Tech Ops (24x7)

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

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