Incident Manager

• Own and manage the full incident lifecycle, from detection and logging through resolution and closure.
• Serve as the Incident Lead during major (P1/P2) incidents, leading live incident calls, bridges, and war rooms.
• Lead and direct incident calls by assigning roles, controlling discussion flow, enforcing update cadence, and driving real-time decisions.
• Act as the main point of coordination during major incidents, ensuring clear, timely communication with internal teams and clients.
• Classify, prioritize, and escalate incidents based on impact and urgency.
• Ensure rapid acknowledgment, escalation, and recovery in line with defined SLAs.
• Ensure incidents are resolved within agreed SLAs and document incident timelines, post-incident reports, and preliminary root cause analyses.
• Drive continuous improvement by identifying recurring issues and recommending preventive actions.

• Lead, coach, and supervise Client Support Analysts (Level 1 support).
• Ensure proper triage, assignment, and escalation of tickets handled by the support team.
• Review ticket quality, documentation, and customer communications to maintain support standards.
• Support onboarding, training, and ongoing development of Client Support Analysts.
• Act as the highest Level 1 escalation point during high-impact or sensitive incidents.

• Own all incident communications during active incidents, including executive- and client-facing updates.
• Provide timely, clear, and professional updates to clients during incidents and service disruptions.
• Work closely with internal technical teams, operations, and stakeholders to coordinate resolutions.
• Translate technical updates into clear business-impact language for non-technical stakeholders.
• Ensure client expectations are managed clearly during incidents and service disruptions.

• Maintain and continuously improve incident management processes and workflows.
• Monitor incident trends, KPIs, SLAs, and team performance metrics.
• Prepare regular incident reports, post-incident reviews, and service review materials for management and clients.
• Ensure accurate and disciplined use of ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk).

• 5–8 years of experience in IT support, service desk, or incident management roles.
• Proven hands-on experience leading major incident calls or bridges in a production environment.
• Proven experience managing or leading a support or service desk team.
• Strong understanding of ITIL or incident management best practices.
• Hands-on experience with ITSM/ticketing tools (ServiceNow, Jira, Zendesk, or similar).
• Excellent communication skills, with the ability to clearly and confidently address both technical teams and non-technical stakeholders during live incidents.
• Strong organizational, prioritization, and decision-making skills.
• Calm, authoritative, and decisive under pressure, especially during high-impact incidents.
• Customer-focused mindset with experience in client-facing or service-driven environments.

• ITIL Foundation certification or equivalent.
• Experience supporting fintech, banking, payments, or regulated environments.
• Experience managing SLAs, incident KPIs, and client service reviews.
• Experience working in a 24x7 or follow-the-sun support model.

CBTW