Major Incident Manager (ITSM Banking Domain) | 4 Years Experience

Professional Summary

Results-driven Major Incident Manager with 4 years of experience in IT Service Management (ITSM) within the Banking and Financial Services (BFSI) domain. Experienced in leading Priority 1 (P1) and Priority 2 (P2) incidents, coordinating cross-functional technical teams, restoring critical banking services, and ensuring compliance with SLA and regulatory requirements. Skilled in handling UPI, Core Banking, Mobile Banking, Internet Banking, ATM, and Payment Gateway incidents using ITIL best practices. Solid expertise in stakeholder communication, incident governance, root cause analysis, and continuous service improvement.

Roles & Responsibilities
- Managed end-to-end lifecycle of Major Incidents (P1/P2) following ITIL Incident Management processes.
- Led Major Incident Bridge Calls involving Application, Infrastructure, Network, Database, Middleware, Security, Cloud, and Vendor teams.
- Coordinated rapid restoration of banking services including UPI, IMPS, NEFT, RTGS, Mobile Banking,



Internet Banking, ATM Switch, and Core Banking applications.
- Monitored critical alerts using enterprise monitoring tools and ensured timely incident detection and escalation.
- Performed impact assessment, prioritized incidents based on business impact, and initiated appropriate escalation paths.
- Communicated incident status, business impact, workarounds, and estimated restoration timelines to senior management and business stakeholders.
- Worked closely with NPCI, payment gateway providers, telecom vendors, and internal support teams during payment-related outages.
- Managed conference bridges and war rooms during critical production incidents until service restoration.
- Ensured SLA compliance, MTTR reduction, and adherence to incident management KPIs.
- Coordinated failover, service rerouting, application restarts, and recovery activities during production outages.
- Documented timelines, te

📌 Walk-in || Major Incident Manager _ Chennai
🏢 Clover Infotech
📍 Chennai