• Coordinate incidents from logging until full-service recovery, with strong focus on major/critical incidents
• Lead and facilitate emergency calls (bridge calls) during working and non-working hours, willing to work in on-call rotation (including weekends / nights if major incident happens)
• Ensure the right technical teams and vendors are engaged on time
• Drive incident resolution and follow up actions until closure
• Monitor SLA and ensure proper prioritization, updating and escalation
• Act as a central communication point between IT and business tribes
• Provide clear and regular updates to stakeholders and management
• Check quality of incident records (priority, root cause, root cause category, description etc.) in ITSM system and ensure transparency and accuracy of incident information
• Ensure incident process and escalation rules are followed
• Build dashboards, track and report key metrics (MTTR, MTBF, MTTA, incident trends, etc.)
• Organize and coordinate Post Incident Reviews (PIR) to achieve Root Cause Analysis (RCA) with technical teams
• Track and control the status of the long-term actions until completion
• Support improvement of incident management process
• Promote ITIL best practices and support process automation
• Ensure incident handling follows internal policies and regulatory requirements
• Daily monitor and identify the repeatable incidents, work closely with Problem Management to ensure proper problem records are created and tracked

• Bachelor’s degree in IT
• 3–5+ year experience in IT Operations or Service Management
• Experience and deep knowledge of ITIL (Incident, Problem, Change management)
• Experience managing major incidents in production environment
• Experience with ITSM tools (ServiceNow, Jira, or similar)
• English level B1+ (speaking and writing)
• Banking system knowledge is a plus (Core Banking, Payments, Mobile Banking)
• ITIL v3 or v4 certified is a plus

Key Skills

• Strong coordination and incident handling skills
• Strong communication skills, able to work with both technical teams and business, in expats environment
• Highly proactive mindset — actively drives actions, follows up, and does not wait for instructions or any escalations
• Ability to bring teams together, facilitate discussions, and clearly explain process goals to ensure engagement, alignment, and successful delivery of results
• Ability to work under pressure and manage critical situations
• Ownership attitude and responsibility for results
• Good analytical thinking and problem-solving skills
• Attention to detail and data accuracy
• Ability to challenge and push teams when needed to achieve the result