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

Skilled 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. Strong 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, technical findings, and business impacts throughout the incident lifecycle.
- Conducted Post Incident Reviews (PIR) and facilitated Root Cause Analysis (RCA) meetings with technical teams.
- Created and maintained Known Error Database (KEDB) documentation and tracked Corrective and Preventive Actions (CAPA).
- Worked closely with Change Management teams to ensure permanent fixes were implemented through approved change windows.
- Reviewed incident trends and prepared weekly/monthly management reports highlighting recurring issues and improvement opportunities.
- Ensured regulatory and audit compliance for banking incidents and maintained complete incident documentation.
- Coordinated with Service Desk teams for customer communication during high-impact outages.
- Supported disaster recovery and business continuity activities during critical infrastructure failures.

Banking Incident Handling Experience





- Managed UPI transaction failures and coordinated recovery with payment gateway, middleware, Core Banking, and NPCI support teams.
- Led incident response for "Amount Debited but Not Credited" scenarios and monitored reconciliation until successful closure.
- Coordinated restoration activities during Mobile Banking and Internet Banking outages.
- Managed ATM switch failures and transaction timeout incidents.
- Supported Core Banking production issues affecting customer transactions.
- Worked on payment reconciliation, transaction monitoring, and production stability during peak business hours.
- Ensured timely communication to stakeholders during digital banking service disruptions.

ITIL Processes

- Incident Management
- Major Incident Management
- Problem Management
- Change Management
- Service Request Management
- Knowledge Management
- Service Level Management
- Configuration Management (CMDB)
- Continual Service Improvement (CSI)

Tools

- ServiceNow
- Jira Service Management
- BMC Remedy
- Splunk
- Dynatrace
- AppDynamics
- ELK Stack
- Grafana
- Kibana
- Nagios
- SolarWinds
- Microsoft Teams
- Zoom
- Excel
- Power BI

Key Skills

- Major Incident Management
- ITIL V4
- Banking Operations
- UPI
- IMPS
- NEFT
- RTGS
- Core Banking Systems
- Payment Gateway
- Incident Bridge Management
- Stakeholder Management
- Vendor Management
- SLA Management
- RCA
- PIR
- CAPA
- ServiceNow
- Monitoring & Alert Management
- Production Support
- High Availability
- Disaster Recovery
- Business Continuity
- Communication & Leadership

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