Senior Command Center/ Incident Manager in Banking Domain

This job is with Capco, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.Job Title: Command Center/ Incident Manager in Banking DomainAbout Us“Capco, a Wipro company, is a global technology and management consulting firm. Awarded withConsultancy of the year in theBritish Bank Awardand has been rankedTop 100 Best Companies for Women in India 2022 byAvtar & Seramount . With our presence across 32 cities across globe, we support 100+ clients across banking, financial and Energy sectors. We are recognized for our deep transformation execution and delivery.WHY JOIN CAPCO?You will work on engaging projects with the largest international and local banks, insurance companies, payment service providers and other key players in the industry. The projects that will transform the financial services industry.MAKE AN IMPACTInnovative thinking, delivery excellence and thought leadership to help our clients transform their business. Together with our clients and industry partners, we deliver disruptive work that is changing energy and financial services.#BEYOURSELFATWORKCapco has a tolerant, open culture that values diversity, inclusivity, and creativity.CAREER ADVANCEMENTWith no forced hierarchy at Capco, everyone has the opportunity to grow as we grow, taking their career into their own hands.DIVERSITY & INCLUSIONWe believe that diversity of people and perspective gives us a competitive advantage.Role Description:Job Title: Command Center Operations Management/ Incident Management in Banking DomainLocation: Sarjapur, Bengaluru3 days WFO (Tues, Wed, Thurs) - HybridShift Time: 24*7 Rotational ShiftsOverview:Job Summary: The Technology Command Center Analyst plays a critical role in monitoring, managing, and supporting the organization’s IT infrastructure and services. Operating in a 24x7x365 environment, the group ensures rapid incident response and proactive performance optimization. This role acts as a first line of defense to detect, triage, and escalate critical incidents while providing visibility into IT health across the enterprise. A Command Center Analyst is responsible for monitoring and managing various systems related to incidents and events. This role involves surveillance, incident response, and communication to ensure the timely resolution of issues and proper management of planned/unplanned events.Key Responsibilities Real-Time Monitoring: Monitor enterprise infrastructure, applications, and services using monitoring tools (e.g., App Dynamics, Open Telemetry, ServiceNow, Splunk, Zabbix, etc.). Incident Management: Detect and respond to system alerts, outages, and degradations. Log incidents, perform initial diagnostics, and escalate to appropriate teams per SLAs. Event Correlation & Analysis: Analyze system and application events to identify trends and potential threats. Correlate data across multiple platforms for root cause identification. Communication Hub: Act as a central communication point for all major incidents. Facilitate incident bridges and provide updates to stakeholders. Collaborate with other regional counterparts on technical and functional initiatives. Runbooks & SOPs: Follow and improve documented standard operating procedures and escalation paths. Assist in maintaining knowledge base documentation. Automation & Tooling Support: Collaborate with IT teams to implement automation for monitoring, alerting, and incident remediation.Qualifications and Skills Bachelor’s degree in Computer Science, Information Technology, Business, Communications, or equivalent experience. experience in a crisis management, command center, NOC, SOC, or IT operations role. Experience with enterprise monitoring tools and ticketing systems. Strong analytical and problem-solving skills. Ability to build strong relationships with both technical and non-technical team members. Excellent written and verbal communication abilities. Situational awareness and meticulous attention to detail. Ability to work in high-pressure environments and support 24x7 operations, including nights/weekends/holidays and on-call schedule if required. Knowledge of Capital Markets / Investment Banking industries.Preferred: Certifications such as ITIL, CompTIA Network+, or relevant cloud certifications (AWS, Azure). Experience with basic scripting or automation tools (e.g., PowerShell, Python). Familiarity with incident and change management frameworks.If you are keen to join us, you will be part of an organization that values your contributions, recognizes your potential, and provides ample opportunities for growth. For more information, visit www.capco.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.