- Dynamic and Collaborative environment
- 12 months Contract position with - possibly extendable/convertible/renewable
- Hybrid Working Environment
Role Summary:
We are seeking a dynamic and highly skilled Incident Manager to join our Global Banking Payments operations. This role demands a proactive and detail-oriented professional who can lead high-impact incident resolution efforts, drive root cause analysis, and ensure operational excellence. The ideal candidate will bring a deep understanding of the Payments domain, exceptional communication skills, and a solid foundation in ITIL-based incident and problem management practices.
Key Responsibilities:
- Lead and coordinate the resolution of high-priority incidents, ensuring timely updates to stakeholders and minimal disruption to business operations.
- Prepare and deliver executive-level incident summaries and post-incident reviews tailored for both technical and non-technical audiences.
- Act as a single point of contact for all major incidents impacting payment systems, driving resolution across technical and business teams.
- Adhere to ITIL-compliant Incident and Problem Management practices, ensuring governance, documentation, and process improvement.
- Collaborate with engineering, infrastructure, and business teams to identify root causes, preventative measures, and long-term solutions.
- Track incident trends and recurring issues, proactively initiating problem records and facilitating their resolution.
- Ensure SLAs are met, and escalations are handled promptly and professionally.
- Contribute to continuous improvement of incident management processes, tools, and reporting.
Key Requirements:
- 6+ years of experience in Incident Management within large-scale, complex IT environments.
- Proven experience supporting Payments systems (e.g., Wire, ACH, SWIFT, Real-time payments, etc.) or related domains in a banking or financial services environment.
- Strong understanding of ITIL processes, with relevant certifications preferred (ITIL Foundation or higher).
- Exceptional communication skills, with a proven ability to write clear, concise, and impactful executive summaries and incident reports.
- Ability to manage high-pressure situations, coordinate cross-functional teams, and drive incidents to resolution under tight timelines.
- Analytical mindset with experience using incident tracking, reporting, and ITSM tools (e.g., ServiceNow, Remedy).
- Understanding of availability, resiliency, and operational risk in financial systems is highly desirable.
Preferred Qualifications:
- Experience in a 24x7 global support environment.
- Exposure to problem management methodologies like RCA (Root Cause Analysis), 5 Whys, or Fishbone.
- Familiarity with compliance and regulatory requirements in the financial services sector.
Argyll Scott Consulting Pte Ltd
