IT Incident Manager

ABOUT CoorB We build full-fledged innovative solutions with a focus on process automation, user experience enhancement, and advanced data analytics. With our extensive industry expertise, we help achieve operational excellence, future-proof your IT investments, and ensure a competitive edge in the ever-evolving finance industry. OUR OPPORTUNITY The IT Change Manager is accountable for governing and facilitating the Change Management process across the organization, ensuring that all IT changes — from standard to emergency — are assessed, authorized, implemented, and reviewed in a controlled and risk-managed manner. This role protects the stability of IT services by preventing unauthorized or poorly planned changes from negatively impacting business operations. The IT Change Manager acts as a strategic advisor and process owner, working closely with technical teams, business units, and senior leadership to balance agility with governance. YOU WILL » Own and manage the full incident lifecycle — from detection and logging to resolution and closure — in accordance with ITIL best practices. » Coordinate incident response across technical teams, vendors, and business stakeholders to ensure swift restoration of services. » Drive Major Incident Management (MIM) bridges, maintaining clear communication and decisive escalation throughout. » Ensure all incidents are accurately categorized, prioritized, and documented in the ITSM platform. » Produce timely, clear incident notifications and status updates for technical teams, management, and affected end users. » Serve as the primary escalation point for Severity 1 and Severity 2 incidents. » Chair post-incident review (PIR) meetings and publish incident reports to leadership. » Define, maintain, and improve incident management processes, playbooks, and runbooks. » Track incident trends and produce KPI dashboards and SLA performance reports. » Identify recurring incidents and work with Problem Management to drive root cause elimination. » Champion a culture of continual service improvement across IT Operations. » Ensure incident management activities align with organizational policies, regulatory requirements, and audit expectations. » Maintain and test incident escalation matrices and on-call rosters. » Collaborate with Change Management to assess incident-to-change correlation. Requirements » TO BE SUCCESSFUL IN THE ROLE YOU NEED » Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent experience). » Minimum 4–6 years of experience in IT Service Management, with at least 2 years in an Incident Management role. » ITIL Foundation certification (v3 or v4) mandatory; ITIL Practitioner or Managing Professional preferred. » Proven experience managing Major Incidents in complex, multi-vendor IT environments. » Proficiency with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy. » Strong understanding of IT infrastructure, cloud platforms, and enterprise application environments. » Excellent written and verbal communication skills, with the ability to communicate technical issues to non-technical audiences. » Demonstrated ability to work under pressure, managing multiple priorities in a fast-paced environment. » ITIL 4 Managing Professional or Strategic Leader certification. » Experience with monitoring and observability tools (e.g., Dynatrace, Splunk, PagerDuty, OpsGenie). » Knowledge of DevOps and SRE practices. » Experience working within an ITIL-mature organization with well-defined governance frameworks. Exposure to ISO 20000, ISO 27001, or SOC 2 compliance environments