Incident Manager Must Have Skills • Experience in application support on Microsoft tech stacks such as Windows, .Net with strong understanding of IT systems, infrastructure • Have worked in banking industry • Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management. • Strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process. • Strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables. • Adept at analyzing complex situations, identifying problems, and proposing effective solutions. • Should have a mindset of continuous improvement. • Should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery. Good to Have Skills • Experience in Commercial banking such as Payments, Capital Markets etc Role and Responsibilities: • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand • Provides production support services on application issues and queries while researching an d analyzing business and system needs, exploring alternative options to recommend technology solutions. • Provides on-call afterhours support on rotational basis of application.