Capco - Incident Manager

4 days ago

Bengaluru, Karnataka, India Capco Technologies Pvt Ltd Full time

Role Description :

Job Title : Technical Consultant Incident Management (Banking Domain)

Location : Sarjapur, Bengaluru

Work Mode : 3 days WFO (Tuesday, Wednesday, Thursday)

Shift Time : 24-6 Rotational Shifts

Overview :

We are seeking skilled Technical Consultants with expertise in Incident Management within the Banking/Financial Services domain. This role is part of the Technology Command Center (TCC) team, responsible for providing real-time monitoring, incident response, and operational support for enterprise-wide IT infrastructure, applications, and services.

As the first line of defense, the Technical Consultant ensures rapid detection, triage, escalation, and resolution of incidents while maintaining high availability and performance across mission-critical banking systems. The role demands strong problem-solving skills, situational awareness, and the ability to operate under high-pressure environments.

Key Responsibilities :

Real-Time Monitoring & Surveillance :

- Monitor enterprise applications, infrastructure, and services using tools such as AppDynamics, ServiceNow, Splunk, Zabbix, Open Telemetry, etc.

- Track and report on system performance, outages, degradations, and anomalies.

Incident & Event Management :

- Detect, log, and classify incidents; perform first-level diagnostics and troubleshooting.

- Coordinate with L2/L3 teams for escalations, ensuring SLA adherence.

- Provide timely status updates to stakeholders during major incidents.

Analysis & Problem-Solving :

- Perform event correlation and trend analysis across multiple systems to identify root causes.

- Support post-incident reviews and contribute to continuous improvement initiatives.

Communication & Coordination :

- Act as a central communication hub during high-priority incidents.

- Manage incident bridges, circulate timely updates, and ensure transparency with stakeholders.

- Collaborate with global/regional command centers to align on processes and knowledge sharing.

Process Compliance & Knowledge Management :

- Follow runbooks, SOPs, and escalation workflows for consistency.

- Maintain and enhance knowledge base documentation.

- Support change and release management activities when required.

Automation & Tooling Support :

- Assist in implementing automation scripts, monitoring dashboards, and alert workflows.

- Partner with engineering teams to streamline incident remediation and operational efficiency.

Qualifications & Skills :

Must-Have :

- Bachelors degree in Computer Science, IT, Business, or related field (or equivalent practical experience).

- 3 - 6 years of experience in Incident Management, Command Center, NOC/SOC, or IT Operations.

- Hands-on experience with enterprise monitoring tools (AppDynamics, Splunk, ServiceNow, etc.) and ticketing systems.

- Strong analytical, troubleshooting, and stakeholder communication skills.

- Ability to manage high-pressure crisis situations in 24x7 rotational shifts.

- Domain exposure to Banking / Capital Markets / Investment Banking IT operations.

Preferred :

- Certifications such as ITIL, CompTIA Network+, or Cloud (AWS, Azure, GCP).

- Basic knowledge of scripting/automation (Python, PowerShell, Shell).

- Familiarity with Incident, Problem, and Change Management frameworks.

- Experience working in regulated environments like banking or financial services.

(ref:hirist.tech)

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