Job Title: Incident & Release Manager (Banking
Operations)

Job Summary

We are seeking an experienced Incident & Release
Manager with over 7 years of IT service management background to join our
dynamic banking technology team. In this role, you will be dual -hatted, driving
both production stability and seamless software deployments for critical,
high -availability financial applications. You will be responsible for leading
the restoration of complex, high -priority service disruptions while
simultaneously orchestrating the end -to -end release lifecycle, ensuring zero
disruption to daily banking operations and strict compliance with financial
regulations.

Key Responsibilities

Incident & Problem Management (50%)

- Major
Incident Response: Lead and orchestrate the restoration of
high -priority (P1/P2) incidents affecting critical core banking networks,
payment gateways, and customer -facing channels.

- Crisis
Coordination: Convene and chair emergency technical bridge calls with
cross -functional infrastructure, security, application development, and
third -party vendor teams.

- Stakeholder
Communication: Draft and distribute timely, precise executive -level
incident alerts and progress updates to business leadership and
operational heads.

- Root
Cause Analysis (RCA): Facilitate post -incident reviews, drive thorough
problem management workflows, and track preventative actions to eliminate
recurring failures.

- SLA
Compliance: Monitor and enforce strict Mean Time to Resolve (MTTR)
metrics aligned with banking performance standards and regulatory
guidelines.


Release & Change Management (50%)

- Deployment
Orchestration: Oversee the end -to -end software release lifecycle,
managing deployment schedules across staging,



pre -production, and live
banking environments.

- Risk
Assessment: Evaluate change management requests, analyze cross -system
dependencies, and conduct strict risk/impact assessments to prevent
deployment -related outages.

- Go/No -Go
Leadership: Chair Change Advisory Board (CAB) and release readiness
reviews with product owners, QA leads, and infrastructure teams to secure
formal approvals.

- Rollback
Planning: Ensure every deployment package includes comprehensive,
validated back -out strategies and automated sanity -testing scripts.

- Audit
& Compliance: Maintain meticulous documentation of release
manifests, approvals, and testing sign -offs to satisfy stringent internal
and banking regulatory audits.

Required Qualifications & Technical Skills

- Experience: Minimum 7+ years of qualified experience in IT Service Management
(ITSM), specifically running Incident and Release management functions.

- Industry
Domain: Proven track record working within a Banking, Financial
Services, or Insurance (BFSI) domain handling high -volume transaction
systems.

- Methodologies: Strong operational mastery of ITIL v3 / ITIL 4 frameworks
(Certification is highly preferred) alongside familiarity with Agile/Scrum
delivery models.

- ITSM
& Automation Tools: Advanced proficiency using enterprise
platforms like ServiceNow, Jira, Remedy, or equivalent tracking
tools.

- CI/CD
Awareness: Conceptual or hands -on understanding of DevOps release
pipelines, automation tools (Jenkins, GitLab), and cloud environments
(AWS/Azure).

- Availability: Readiness to participate in an on -call rotation schedule to support
critical weekend deployment windows and after -hours major incidents.