Incident Manager

Role overview

Systems Limited is seeking a seasoned Incident Manager to support a 24/7 Technology Service Management function. This position is focused on keeping critical banking technology services available by managing incidents end to end in line with ITIL-oriented service management practices. The role requires strong coordination across complex environments that may include on-premises, private cloud, public cloud, and hybrid cloud platforms.

Core responsibilities

• Oversee incidents from logging through closure in a round-the-clock operational setting, with a focus on meeting agreed service levels.
• Serve as the lead contact for major incidents during allocated shifts and direct the immediate response effort.
• Determine incident severity correctly and route issues to the right technical and business teams without delay.
• Work with infrastructure, application, and support functions across different locations to accelerate resolution.
• Track incident queues to ensure items are properly classified, prioritized, recorded, and closed out.
• Keep stakeholders informed throughout the incident, including business impact, progress, estimated timelines, and resolution details.
• Partner with Command Center teams to spot repeat issues and emerging risks before they affect service.
• Coordinate with Change Management and Problem Management to support handoffs and root cause investigation.
• Maintain accurate documentation, shift handover notes, and shared knowledge to support smooth operations.
• Contribute to ongoing service improvements by highlighting process weaknesses, control gaps, and automation opportunities.
• Produce incident summaries, post-incident reviews, and leadership reports for management visibility.
• Follow internal governance, audit, and banking-industry service management requirements.

Requirements

• A bachelor’s degree in Computer Science, Information Technology, or a closely related discipline.
• At least 10 years of experience in IT Service Management, with deep exposure to Incident Management in 24/7 environments.
• Hands-on experience handling major incidents in large, complex enterprise settings, ideally in banking or financial services.
• Strong grasp of ITIL principles and service management good practices; ITIL certification is an advantage.
• Background in high-availability production environments with strict uptime and SLA commitments.
• Solid knowledge of incident prioritization, severity evaluation, escalation handling, and stakeholder communication.
• Working understanding of infrastructure and application architecture across both on-premises and cloud-based environments.
• Experience contributing to proactive incident handling and continuous service improvement efforts.
• Strong analytical, troubleshooting, and decision-making ability under pressure.
• Excellent communication and stakeholder management skills, including interaction with senior leadership.
• Comfort working independently, handling multiple tasks, and adapting to changing priorities in a shift-based setup.
• Knowledge of banking operations, regulatory expectations, and financial-sector practices is highly desirable.

Additional information

This is a full-time onsite role based in Islamabad. The position sits within a mission-critical service management team supporting uninterrupted banking operations.