Job Summary
Incident Manager - JD (Sept 202
5)
About the Role
We are looking for an experienced
Incident Manager
to join our
Platform as a Service (PaaS) team
, responsible for delivering
Pega as a Service
to internal banking customers. In this role, you will ensure timely and effective triaging of incidents, coordination of incident resolution, maintain service stability, and drive continuous improvement in incident management processes.
Key Responsibilities
•
Act as the primary point of contact for all major incidents impacting Pega PaaS services.
•
Coordinate and lead incident triaging, and resolution efforts across multiple devops teams and stakeholders.
•
Ensure adherence to
ITIL best practices
for incident management.
•
Maintain accurate and timely incident records in
ServiceNow
.
•
Develop and maintain
dashboards and reports
to monitor incident trends and performance metrics.
•
Collaborate with devops teams and business teams to prevent recurrence of incidents.
•
Participate in post-incident reviews and drive root cause analysis.
•
Contribute to continuous improvement initiatives for incident and problem management processes.
Required Qualifications
•
Proven experience in
Incident Management
within a complex IT
environment.
•
ITIL certification
(Foundation or higher) strongly preferred.
•
Hands-on experience with
ServiceNow
or similar ITSM platforms, including dashboard and reporting capabilities.
•
Strong communication and collaboration skills, with the ability to manage stakeholders under pressure.
Preferred Skills and Bonus Ponts
•
Experience with
Platform as a Service (PaaS)
or
enterprise platforms
(e.g., Pega) or Java applications at scale.
•
Prior exposure to
Java-based applications, low-code platforms
or related technologies.
•
Knowledge of
Business Intelligence tools
(e.g., Power BI) for advanced reporting and analytics.
•
Familiarity with virtualized, cloud or containerized environments is a plus.
Key Responsibilities
Incident Manager - JD (Sept 202
5)
About the Role
We are looking for an experienced
Incident Manager
to join our
Platform as a Service (PaaS) team
, responsible for delivering
Pega as a Service
to internal banking customers. In this role, you will ensure timely and effective triaging of incidents, coordination of incident resolution, maintain service stability, and drive continuous improvement in incident management processes.
Key Responsibilities
•
Act as the primary point of contact for all major incidents impacting Pega PaaS services.
•
Coordinate and lead incident triaging, and resolution efforts across multiple devops teams and stakeholders.
•
Ensure adherence to
ITIL best practices
for incident management.
•
Maintain accurate and timely incident records in
ServiceNow
.
•
Develop and maintain
dashboards and reports
to monitor incident trends and performance metrics.
•
Collaborate with devops teams and business teams to prevent recurrence of incidents.
•
Participate in post-incident reviews and drive root cause analysis.
•
Contribute to continuous improvement initiatives for incident and problem management processes.
Required Qualifications
•
Proven experience in
Incident Management
within a complex IT
environment.
•
ITIL certification
(Foundation or higher) strongly preferred.
•
Hands-on experience with
ServiceNow
or similar ITSM platforms, including dashboard and reporting capabilities.
•
Strong communication and collaboration skills, with the ability to manage stakeholders under pressure.
Preferred Skills and Bonus Ponts
•
Experience with
Platform as a Service (PaaS)
or
enterprise platforms
(e.g., Pega) or Java applications at scale.
•
Prior exposure to
Java-based applications, low-code platforms
or related technologies.
•
Knowledge of
Business Intelligence tools
(e.g., Power BI) for advanced reporting and analytics.
•
Familiarity with virtualized, cloud or containerized environments is a plus.
Skill Requirements
Incident Manager - JD (Sept 202
5)
About the Role
We are looking for an experienced
Incident Manager
to join our
Platform as a Service (PaaS) team
, responsible for delivering
Pega as a Service
to internal banking customers. In this role, you will ensure timely and effective triaging of incidents, coordination of incident resolution, maintain service stability, and drive continuous improvement in incident management processes.
Key Responsibilities
•
Act as the primary point of contact for all major incidents impacting Pega PaaS services.
•
Coordinate and lead incident triaging, and resolution efforts across multiple devops teams and stakeholders.
•
Ensure adherence to
ITIL best practices
for incident management.
•
Maintain accurate and timely incident records in
ServiceNow
.
•
Develop and maintain
dashboards and reports
to monitor incident trends and performance metrics.
•
Collaborate with devops teams and business teams to prevent recurrence of incidents.
•
Participate in post-incident reviews and drive root cause analysis.
•
Contribute to continuous improvement initiatives for incident and problem management processes.
Required Qualifications
•
Proven experience in
Incident Management
within a complex IT
environment.
•
ITIL certification
(Foundation or higher) strongly preferred.
•
Hands-on experience with
ServiceNow
or similar ITSM platforms, including dashboard and reporting capabilities.
•
Strong communication and collaboration skills, with the ability to manage stakeholders under pressure.
Preferred Skills and Bonus Ponts
•
Experience with
Platform as a Service (PaaS)
or
enterprise platforms
(e.g., Pega) or Java applications at scale.
•
Prior exposure to
Java-based applications, low-code platforms
or related technologies.
•
Knowledge of
Business Intelligence tools
(e.g., Power BI) for advanced reporting and analytics.
•
Familiarity with virtualized, cloud or containerized environments is a plus.
Other Requirements
Incident Manager - JD (Sept 202
5)
About the Role
We are looking for an experienced
Incident Manager
to join our
Platform as a Service (PaaS) team
, responsible for delivering
Pega as a Service
to internal banking customers. In this role, you will ensure timely and effective triaging of incidents, coordination of incident resolution, maintain service stability, and drive continuous improvement in incident management processes.
Key Responsibilities
•
Act as the primary point of contact for all major incidents impacting Pega PaaS services.
•
Coordinate and lead incident triaging, and resolution efforts across multiple devops teams and stakeholders.
•
Ensure adherence to
ITIL best practices
for incident management.
•
Maintain accurate and timely incident records in
ServiceNow
.
•
Develop and maintain
dashboards and reports
to monitor incident trends and performance metrics.
•
Collaborate with devops teams and business teams to prevent recurrence of incidents.
•
Participate in post-incident reviews and drive root cause analysis.
•
Contribute to continuous improvement initiatives for incident and problem management processes.
Required Qualifications
•
Proven experience in
Incident Management
within a complex IT
environment.
•
ITIL certification
(Foundation or higher) strongly preferred.
•
Hands-on experience with
ServiceNow
or similar ITSM platforms, including dashboard and reporting capabilities.
•
Strong communication and collaboration skills, with the ability to manage stakeholders under pressure.
Preferred Skills and Bonus Ponts
•
Experience with
Platform as a Service (PaaS)
or
enterprise platforms
(e.g., Pega) or Java applications at scale.
•
Prior exposure to
Java-based applications, low-code platforms
or related technologies.
•
Knowledge of
Business Intelligence tools
(e.g., Power BI) for advanced reporting and analytics.
•
Familiarity with virtualized, cloud or containerized environments is a plus.