About this role

Own and manage the full lifecycle of problems—from detection to resolution
Lead root cause analysis (RCA) sessions and ensure quality and timeliness of RCA submissions
Implement AI-driven tools and analytics to identify patterns and prevent incidents before they occur
Work closely with application owners, infrastructure teams, and business units to drive resolution and improvement plans
Track KPIs such as RCA SLA and action item SLA
Drive automation and process enhancements. Recommend changes to SOPs and workflows based on incident trends

8–10 years of experience in problem and incident management
Strong understanding of core banking platforms (e.g., Oracle FLEXCUBE)
Hands-on experience with AI-based problem detection tools, log analytics platforms (e.g., Splunk), and ITSM tools (e.g., Helix)
Familiarity with ITIL processes, especially around service stability, RCA, and SIP governance
Excellent communication and stakeholder management skills
Ability to lead cross-functional investigations and drive consensus on resolution paths.

Senior Manager – Incident and Problem

Key skills