Incident Manager - ServiceNow ITSM / ITIL / Incident Management

Job description :

We are looking for ServiceNow Developers and Application with a ITSM & ITAM Major Incident Manage , Change Management Developers.

Job Title : Major Incident Manager

Department : IT Service Management (ITSM)

Reporting To : Head of ITSM

Role Overview :

As a Major Incident Manager, you will be responsible for leading the response to high-impact IT incidents that affect critical banking services.

You will coordinate cross-functional teams to ensure rapid resolution, minimise business disruption, and maintain clear communication with stakeholders at all levels.

This role is pivotal in maintaining service continuity and upholding customer trust in a highly regulated, high-availability environment.

Key Responsibilities :

• Lead and coordinate the end-to-end management of major incidents (P1 / P2), ensuring timely resolution and minimal impact to business operations.
• Act as the single point of contact (SPOC) for all major incidents, providing authoritative updates to internal and external stakeholders, including senior leadership.
• Drive incident bridges with technical teams, vendors, and third parties to facilitate rapid diagnosis and resolution.
• Ensure accurate and timely communication, including incident notifications, updates, and post-incident summaries.
• Initiate and lead post-incident reviews (PIRs), ensuring root cause analysis (RCA) is completed and corrective actions are tracked to closure.
• Maintain and improve the Major Incident Management process, aligning with ITIL best practices and customer SLAs.
• Collaborate with Problem Management to identify trends and prevent recurrence of major incidents.
• Support service readiness for new or changed services, ensuring incident response plans are in place.
• Contribute to continuous improvement initiatives across ITSM processes.

Required Skills & Experience :

Desirable :

Work Conditions :

(ref : hirist.tech)