Mid Core Ops (Incident Management) - ASAP

Incident Management and Service Restoration

• Lead and coordinate the end-to-end management of production incidents affecting digital banking channels, core banking systems, middleware, APIs, payment gateways, infrastructure, and third-party integrations.

• Take command of Major Incident calls and ensure appropriate technical teams, vendors, and stakeholders are engaged promptly.

• Drive rapid restoration of services while minimizing customer impact and operational disruption.

• Ensure incidents are properly classified, prioritized, escalated, and managed according to agreed SLAs, OLAs, and Incident Management processes.

• Monitor incident queues, service degradation alerts, infrastructure monitoring tools, and operational dashboards to proactively identify service disruptions.

• Ensure timely and accurate communication updates are provided to business stakeholders, management, customer support teams, and executives.

• Manage bridge calls, war rooms, and coordination activities during all levels of incidents, including critical and high-severity events.

• Ensure proper documentation of timelines, actions taken, workarounds, recovery activities, and resolution efforts during incidents.

• Validate that all incidents are fully resolved before closure and ensure proper handover to Problem Management where necessary.

Stakeholder and Vendor Management

• Serve as the primary coordination point between Technology Operations, Business Units, Product Teams, and external vendors during incidents.

• Manage vendor engagement and ensure third-party providers meet contractual support obligations and response timelines.

• Build strong working relationships with internal and external stakeholders to improve incident response effectiveness.

• Coordinate with customer-facing teams to ensure accurate customer advisories and communication are disseminated when needed.

Root Cause Analysis and Continuous Improvement

• Facilitate and drive Root Cause Analysis (RCA) sessions following major incidents.

• Ensure corrective and preventive actions are identified, tracked, and implemented.

• Analyze incident trends, recurring issues, and operational gaps to recommend service improvement initiatives.

• Collaborate with Problem Management and Engineering teams to eliminate recurring incidents.

• Identify opportunities for automation, monitoring enhancement, operational efficiency, and process optimization.

• Support implementation of preventive controls and operational risk mitigation measures.

• Contribute to the development and maintenance of a centralized knowledge base by documenting incident resolutions, workarounds, and operational learnings to improve team readiness, response efficiency, and organizational knowledge sharing.

Governance, Compliance, and Reporting

• Ensure compliance with ITIL best practices, internal governance standards, and BSP regulatory requirements.

• Maintain complete and accurate incident records, reports, and audit documentation.

• Prepare incident summaries, management reports, KPI dashboards, and operational metrics.