We are looking for a Major Incident Management Engineer to manage and resolve IT incidents in a critical banking technology workplace. The role is responsible for proactively monitoring the health and stability of web and digital applications, identifying and resolving complex issues before they impact business operations, and driving effective incident recovery strategies.
As part of the “Eyes on Glass” team, the role will partner with application, infrastructure, network, database, security, and vendor teams to maintain system stability and serve as a key escalation point during major incidents. The position also involves incident coordination, major incident support, SLA management, and contributing to continuous improvement initiatives.

Your future duties and responsibilities

Job Title: Major Incident Management
Experience: 3–6 Years
Department: IT / Incident Management
Category: Software Development/ Engineering
Industry: Banking / Financial Services
Shift: 22:30 to 07:30 US Eastern Time (may vary with Daylight Saving Time), any 5 days of the week including Saturdays and Sundays.
Note: Support from the Clean room (Pen, book, mobile and any digital devices are not allowed).
Education Qualification: Bachelor’s degree in computer science or related field or higher with minimum 3 years of relevant experience.
Job Summary:
Key Responsibilities
Manage and coordinate Incidents and Major Incidents from identification through resolution.
Perform technical analysis and troubleshooting to restore services quickly.
Participate in and lead major incident bridge calls when required.
Coordinate with application, infrastructure, network, database, cloud, security, and vendor teams.
Ensure incidents are resolved within agreed SLAs and minimize business impact.
Monitor incident queues, priorities, escalations, and service restoration activities.
Provide timely technical updates to stakeholders and management.
Perform incident trend analysis and identify recurring issues.
Work with respective teams on Root Cause Analysis (RCA) and Post-Incident Reviews.
Maintain incident documentation, knowledge articles, and resolution procedures.
Follow ITIL/ITSM, security, risk,



and banking compliance processes.

Required Skills
3–6 years of strong experience in Major Incident Management / IT Service Management with IT Operations, Production & Application Support.
Good understanding of enterprise applications, infrastructure, networks, databases, and cloud environments.
Experience with ServiceNow, BigPanda, Dynatrace, Jira, or similar ITSM tools.
Banking/Financial Services experience is preferred.
Strong troubleshooting, analytical, highly skilled in communication, and coordination skills.
Ability to work under pressure in a 24x7 production support environment.

Preferred Certification
ITIL 4 Foundation or equivalent ITSM certification.

Jim:

Below is the requirement for MIM Engineer role, share it to HR
Overall
Ability to work weekends on a routine basis.
Act with integrity and honesty.
Be timely and reliable
Have a sense of urgency and ownership
Demonstration attention-to-detail
Display drive, ambition, determination, and grit.
Be curious and exercise critical thinking.
Be technically and grammatically accurate in oral and written communications
Proactively monitor chat and other communication channels for engagement and resource requests.
Respond to inquiries and requests in a timely and accurate manner.

MIM Calls
Understand and execute PNC’s MIM process from beginning to end.
Solid understanding of ITIL Foundation principles and processes.
Understand Event, Incident, Change, and Problem Management.
Ability to quickly establish bridge calls for MIM Calls
Ability to quickly create Whiteboards to document MIM Calls
Ensure Whiteboards are complete and accurate and capture the details of MIM Calls.
Exercise command and control over MIM Calls.




Proactively speak-up on MIM Calls to ask relevant and thought provoking questions as well as provide guidance and direction.
Knowledge of and ability to use a variety of monitoring tools like Logscale, Dynatrace, Big Panda, ServiceNow, etc.…

SRC Operations
Proactively monitor Event Management tool and call-out anything that is out of the ordinary or potentially impactful to the customer or bank.
Understand the various Application Teams and what they are responsible for.
Understand the various Production Support Teams and what they are responsible for.
Hold L1.5 Application Teams and Production Support Teams accountable for assessing and actioning Events.
Understand Batch processing and what that means to the Bank and customers.
Understand Lag and what that means to the Bank and customers.
Ability to update and give/accept turnover.

Required qualifications to be successful in this role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

📌 Major Incident Management (MIM) - Backup (Hyderabad)
🏢 CGI
📍 Hyderabad