Incident Manager

About the role

Systems Limited is hiring an experienced Incident Manager to strengthen its 24x7 Technology Service Management function in Karāchi. This position focuses on keeping critical banking technology services stable and available by managing incidents from start to finish in line with ITIL principles. The role is central to service continuity, incident oversight, communication with stakeholders, and ongoing improvement across a complex environment that includes on-premises, private cloud, public cloud, and hybrid cloud platforms.

Key responsibilities

• Own the full incident management process in a round-the-clock operations setup and make sure cases are resolved within agreed service levels.
• Serve as the main contact during major incidents on assigned shifts and lead the rapid coordination of response actions.
• Assess incident severity correctly and route escalations to the right technical and business teams without delay.
• Work with infrastructure, application, and support functions across different locations to speed up restoration of service.
• Keep incident queues under control by ensuring proper logging, classification, prioritization, documentation, and closure.
• Provide timely status communication to stakeholders, including business impact, expected timelines, and resolution progress.
• Partner with Command Center teams to spot repeated problems and signs of potential service interruption early.
• Coordinate smoothly with Change Management and Problem Management teams for handoffs and root cause investigations.
• Maintain accurate handover notes, operational documentation, and knowledge-sharing practices to support uninterrupted coverage.
• Contribute to continuous improvement by identifying process weaknesses, control gaps, and chances to automate work.
• Prepare incident summaries, post-incident analysis reports, and management updates for senior leaders.
• Ensure all work follows internal governance standards, audit expectations, and banking-sector service management requirements.

Requirements

• A bachelor’s degree in Computer Science, Information Technology, or a related discipline is required.
• At least 10 years of experience in IT Service Management, with a strong emphasis on Incident Management in 24x7 environments.
• Demonstrated background handling major incidents in large, complex enterprise settings, ideally in banking or financial services.
• Strong grasp of the ITIL framework and service management practices; ITIL certification is preferred.
• Hands-on experience in high-availability production environments with demanding SLA and uptime targets.
• Solid knowledge of incident prioritization, severity assessment, escalation handling, and stakeholder communication.
• Working understanding of infrastructure and application architecture across on-premises and cloud environments.
• Experience supporting proactive incident handling and service improvement efforts.
• Strong analytical ability, sound judgment, and problem-solving skills when working under pressure.
• Excellent communication and stakeholder management skills, including interaction with senior leadership.
• Ability to work independently, manage multiple tasks, and adapt to changing priorities in a shift-based schedule.
• Knowledge of banking technology operations, regulatory expectations, and financial industry practices is highly desirable.

Additional information

This is a full-time onsite position based in Karāchi, Sindh, Pakistan. The role operates within a 24x7 technology service management environment and is intended for a candidate who can support shift-based operations in a high-pressure, business-critical setting.