Drives the end-to-end Incident Management practice, ensuring service disruptions are detected, logged, categorised, prioritised, and resolved with minimal business impact within agreed SLAs. Leads the Major Incident Management process, coordinating technical resolver teams, vendors, and stakeholders to restore service and maintain confidence in FinTech platforms. Serves as the operational bridge between Event Management (detection) and Problem Management (root-cause elimination), feeding Change Management with learnings from every disruption.

Responsibilities

Own and execute the end-to-end Incident Management practice, policy, and lifecycle (log → categorise → prioritise → diagnose → resolve)
Ensure all incidents are accurately logged, categorised, and prioritised in ServiceNow based on business impact and urgency
Maintain incident models, runbooks, and SOPs for recurring and high-impact incident types
Define and enforce rules for incident routing, ownership, and SLA-based prioritisation across FinTech platforms
Validate incident records, timelines, and resolution details are accurate, complete, and aligned toservice models
Lead the Major Incident Management (MIM) process: declare, coordinate, and drive resolution of high-severity (P1/P2) incidents
Convene and chair major incident war rooms, coordinating resolver groups, vendors, and stakeholders
Provide timely communications and status updates to business/leadership during major incidents; ensure post-incident reviews are completed
Ensure seamless hand-off between Event, Incident, Problem, and Change Management
Define and enforce escalation paths, incident severity thresholds, and major-incident triggers
Feed recurring/underlying issues into Problem Management; align incident prioritisation with service criticality and SLA/availability targets
Coordinate cross-functional resolver teams and third-party providers for swift, well-orchestrated resolution
Act as central point of contact for in-progress incidents, managing escalations through to resolution
Lead and participate in operational reviews, CAB, and service-management forums
Drive risk mitigation and controls; prepare proposals on change initiatives, SLA policies, and incident-management procedures
Recommend and sign off on new/changed initiatives affecting the incident-management environment
Drive continual service improvement based on incident trends and post-incident review outcomes
Report periodically and monthly to leadership on incident KPIs (MTTR, MTTA, SLA adherence, reopen rate, major-incident volume)

Experience and education

Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical field
ITIL certification (v4 preferred)
3+ years in IT Operations/Service Management with hands-on ownership of Incident Management and Major Incident Management
Strong ITIL knowledge across Incident, Major Incident, Problem, and Event Management
Practical experience using monitoring/observability tooling (Grafana, Elastic, Prometheus, SIEM/Sentinel or equivalent) to triage and diagnose incidents
Demonstrated experience leading major incidents and coordinating resolver groups under pressure
Working knowledge of ServiceNow ITSM (or equivalent) incident workflows and ticketing logic
Advantageous: exposure to AIOps platforms and AI-driven RCA/anomaly detection; understanding of fintech/telecom platforms (wallet, payments, USSD, API gateways)
Awareness of data privacy/PII handling in cloud environments; regulated-environment experience
Experience working with external technology vendors across diverse cultures/geographies