Job Title: Major Incident Manager BCC (Business Command Center)
Key Responsibilities:
- Lead the end-to-end management of major incidents, ensuring timely resolution and minimal business impact.
- Act as the primary point of contact and command during high-severity incidents, coordinating across technical, business, and vendor teams.
- Drive incident response bridge calls, ensuring clear communication, effective troubleshooting, and progress tracking.
- Ensure accurate impact assessment, root cause analysis, and incident prioritization based on business criticality.
- Provide regular updates to stakeholders and senior management during and after major incidents.
- Ensure proper documentation, lessons learned, and action item tracking during and after incident.
- Maintain SLA compliance and monitor key incident management metrics for continuous improvement.
- Participate in migration activities, disaster recovery, and business continuity exercises.
- Identify incident with potential regulatory, financial or data-privacy impact and escalate appropriately.
- Ensure incident are managed in line with banking regulatory requirements as applicable.
- Support regulatory reporting and risk reviews related to major incidents.
- Act as a liaison between Technology, Operations, Vendors and Business Teams.
Required Skills & Qualifications:
- Strong expertise in ITIL Incident & Problem Management processes (ITIL certification preferred).
- Proven experience managing critical business or infrastructure incidents in a large enterprise setting.
- Banking / Financial services experience (Preferred)
- Familiarity with high availability, DR ( Disaster Recovery)
- Excellent communication, coordination, and leadership skills under pressure.
- Ability to work rotational shifts as per business requirements.
- Strong analytical and decision-making abilities with focus on business impact and service restoration.
- Experience in service management tools (e.g., ServiceNow, Jira).