Incident Engineer (Operations Support)

Role Summary: The Incident Engineer will coordinate and manage major and critical incidents, ensuring rapid restoration of service, escalation control, effective communication, and follow-up actions including RCA and lessons learned. Key Responsibilities: • Manage and coordinate major and critical incidents end-to-end to minimize business impact • Facilitate incident bridge calls, command center communications, and escalation workflow • Ensure rapid escalation, engagement, and coordination across infrastructure, application, database, network, security, and vendor support teams • Monitor incident lifecycle (recognition → mitigation → resolution) and ensure escalation timelines align to SLAs • Provide real-time incident status updates to technical teams and management stakeholders • Coordinate post-incident reviews including Root Cause Analysis (RCA) and lessons learned sessions • Ensure action tracking and follow-up closure based on RCA findings • Analyze incident trends, recurrence patterns, and operational risks; recommend improvements • Ensure correct incident categorization, prioritization, ownership assignment, and documentation • Support Problem Management activities for recurring incidents and assist with performance improvements • Develop incident management reports, dashboards, and KPI measurements supporting operational improvements • Drive reduction of recurring incidents and improve MTTR through proactive incident management • Ensure compliance with bank operational procedures, regulatory requirements, and ITSM governance during incident handling