Job Title: Incident Manager

Role Overview

We are looking for an Incident Manager to oversee the end-to-end incident management framework across enterprise infrastructure, applications, and services. This role focuses on governance, coordination of major incidents, service restoration, and continuous improvement of incident response processes.

The Incident Manager will work closely with the NOC, infrastructure, engineering, security, and customer-facing teams to ensure rapid resolution of critical incidents while minimizing business impact, particularly in high-availability FinTech and financial services environments where system uptime and transaction integrity are critical.

Key Responsibilities

Incident Management Governance

• Own and manage the incident management framework, policies, and procedures across the organization.

- Ensure alignment with ITIL best practices and enterprise service management standards.
- Define incident severity levels, escalation matrices, and response protocols.
- Ensure incident processes comply with FinTech operational standards and regulatory expectations.

Major Incident Management

• Lead and coordinate major incidents (P1/P2) affecting critical infrastructure, enterprise services, financial platforms, or customer environments.

- Act as the central command point during high-impact incidents, coordinating across technical teams and leadership.
- Ensure effective communication and structured incident response, especially for transaction-processing systems and financial services platforms.

Cross-Team Coordination

• Collaborate with NOC, infrastructure, application, cybersecurity, and cloud teams for incident resolution.

- Ensure seamless coordination across internal teams and external vendors.
- Work closely with payment platform teams, financial systems teams, OMS Application Team, and Back Office Application Team to resolve incidents impacting financial transactions.

Root Cause Analysis & Problem Management

• Drive post-incident reviews and Root Cause Analysis (RCA)



for major incidents.

- Ensure corrective and preventive actions are implemented.
- Work closely with engineering teams to improve system reliability and reduce incident recurrence, particularly for high-volume transaction systems.

SLA & Service Reliability Management

• Monitor incident trends and ensure compliance with Service Level Agreements (SLAs) and operational performance targets.

- Provide insights and recommendations to improve service availability, transaction reliability, and operational resilience.

Enterprise Stakeholder Communication

- Provide timely updates to leadership, customers, and stakeholders during major incidents.
- Manage executive-level communication during high-severity incidents, especially when financial systems or payment services are impacted.

Process Improvement & Automation

• Identify opportunities to improve incident response workflows and automation capabilities.

- Implement improvements to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
- Enhance monitoring and alerting mechanisms for transaction systems and critical FinTech services.

Reporting & Operational Insights

• Maintain incident dashboards, trend analysis, and service performance reports.

- Present insights and improvement recommendations to senior leadership.
- Provide analysis on incidents affecting financial transaction systems or critical FinTech services.

Required Skills & Qualifications

• 15+ years of total IT experience, with 8+ years in incident management, service operations, or IT service management.

- Proven ability to coordinate large cross-functional technical teams during high-impact incidents.




- Robust understanding of IT Service Management (ITSM) frameworks, such as ITIL, and incident management best practices.
- Experience managing major incidents, service outages, and production issues in enterprise IT environments.
- Familiarity with monitoring and incident management tools such as Zoho Desk, ServiceNow, Jira or similar platforms.
- Knowledge of cloud infrastructure and distributed systems across AWS, Azure, Google Cloud or hybrid environments.
- Understanding of network infrastructure, data center environments, and enterprise applications.
- Experience coordinating with engineering, NOC, DevOps, and infrastructure teams during incident resolution.
- Ability to analyze root causes, system failures, and conduct post-incident reviews to improve service reliability.
- Understanding of FinTech platforms, digital payment ecosystems, financial transaction systems, or banking technology environments.
- Familiarity with high-availability systems handling financial transactions and regulatory-sensitive workloads.

Preferred Qualifications

• Bachelor’s degree in computer science, Information Technology, or Engineering.

- ITIL Certification (Intermediate / Expert) preferred.
- Experience in data center operations, cloud infrastructure, or enterprise IT services.
- Prior experience working with FinTech platforms, digital banking systems, payment gateways, or financial transaction processing environments.
- Awareness of financial industry compliance and operational risk management practices.

About us:

Zybysis is a fast-growing technology company delivering enterprise infrastructure, data center, and cybersecurity solutions to clients. With a strong focus on reliability, security, and operational excellence, we support mission-critical environments for enterprise customers. Our teams combine technical expertise with strong service delivery to ensure high availability and performance across complex IT environments.

📌 Incident Manager (Bengaluru)
🏢 Zybisys Consulting Services
📍 Bengaluru