On behalf of our partner, we are looking for a Senior Incident Manager who will take end‑to‑end ownership of high‑priority incidents—primarily related to migration activities—by engaging and coordinating expert teams, ensuring swift resolution, and managing clear, structured communication with internal/external stakeholders and management.

This role suits a decisive, proactive professional with strong stress tolerance and proven incident leadership experience in complex enterprise environments.

Responsibilities:

  • E2E management of high‑priority incidents, especially those linked to migration milestones (including on‑site presence and on‑call availability as needed)
  • Rapid engagement and coordination of experts (SWAT team), allocation of resolution resources (internal/external), and directing execution
  • Define mitigation and corrective actions, oversee implementation, and ensure proper documentation
  • Customer and internal communications, including management‑level briefings and escalation handling
  • Continuous liaison with internal business/IT units and external partners/service provider experts
  • Support migration activities and readiness across impacted systems and services
  • Support audits and ensure traceability and compliance with internal processes
  • Follow and enforce internal service management processes (e.g., incident/major incident, problem, change)
  • Impact assessment of incidents, prioritization, and coordination of workstreams
  • Raise and track defect/issue tickets; ensure accurate administrative reporting
  • Drive knowledge sharing and contribute to continuous improvement of incident processes

Requirements:

  • Higher education degree in IT or Engineering
  • ITIL knowledge (process mindset; Major Incident Management experience is a plus)
  • At least 3 years of experience in a similar incident/operations role
  • Proactive, hands‑on and decisive personality with high stress tolerance
  • Excellent problem‑solving and communication skills, including management‑level communication
  • Reliability, accuracy, and precision; strong ownership and coordination skills

Nice to have:

  • Banking/financial services experience
  • Release/Migration experience (major cutovers, go‑live weekends, hypercare)
  • Professional background in IT service centers (shared service / MSP)
  • Exposure to IT operations best practices and production stability requirements

What our Client offers:

  • High‑impact role with end‑to‑end ownership over major incidents in business‑critical systems
  • Opportunity to work on large migration programs and complex enterprise landscapes
  • Supportive environment with direct access to expert teams and decision makers
  • Clear service management framework (ITIL‑based) and mature processes
  • Hybrid setup with on‑site presence and on‑call during critical migration milestones
  • Transparent selection process and structured onboarding