Delivery Centric is seeking an experienced Incident Manager to manage major incidents and drive effective incident and problem management within a mission-critical 24x7x365 production support environment. The role requires strong ITIL-based process knowledge, excellent communication and coordination skills, and the ability to work effectively with offshore teams and multiple stakeholders.
Key Responsibilities
- Manage Major Incidents, including action planning, stakeholder communication, coordination and resolution.
- Drive the effectiveness and continuous improvement of Incident and Problem Management processes.
- Monitor incident management performance and prepare KPIs, management reports and recommendations.
- Review and audit incident management processes to ensure compliance with defined standards.
- Provide support within a 24x7x365 production environment, including on-call support and weekend deployments when required.
- Coordinate with offshore teams and relevant stakeholders to manage and resolve incidents effectively.
- Contribute to controlled Change Management processes.
- Apply ITIL-based processes to ensure consistent and high-quality service delivery.
- Maintain timely status reporting, documentation and effective handover/knowledge transfer.
- Ensure adherence to defined operational, audit and compliance requirements.
Essential Skills & Experience
- 5–8 years of overall IT experience, with 3–4+ years of Incident Management experience.
- Hands-on experience in Incident Management within a production support environment.
- Experience managing Major Incidents and coordinating multiple stakeholders.
- Good understanding of Problem Management and ITIL processes.
- Strong problem-solving and analytical skills.
- Excellent English communication and stakeholder management skills.
- Proficiency with standard IT tools, including Microsoft Office.
Desirable Skills
- Banking or financial services domain experience.
- Exposure to SEPA Credit Transfers and Direct Debits.
- Knowledge of payment systems.
Work Environment
- Willingness to provide on-call support and weekend deployment support when required.
- Comfortable working in a high-pressure, fast-moving and multicultural environment.
- Strong team player with the ability to coordinate across onshore and offshore teams.
How to Apply
Ready to take on a Incident Manager role in Chennai/ Pune with Delivery Centric? Apply now to join a team that delivers excellence and realises value for its clients.