Level 2 Incident Manager (AVP)

About the role

The Global Incident Management (GIM) function manages business-impacting and high-risk production incidents across the bank's technology landscape, operating in a global 24x7 follow-the-sun support model. The Level 2 Incident Manager (AVP) provides operational leadership, governance oversight and end-to-end coordination of critical incidents, helping maintain operational stability, drive service improvements and strengthen operational resilience.

Key responsibilities

• Lead and coordinate the resolution of Major Incidents (P1, P2 and P3-Critical), chair bridge calls and provide handover to Problem Management
• Provide regional operational leadership, oversee shift handovers across APAC, EMEA and AMER, and mentor junior Incident Managers and Incident Coordinators
• Communicate with senior management and stakeholders, translating technical issues into business impact and recovery updates
• Ensure adherence to GIM processes, policies and regulatory requirements, and support internal and external audits
• Produce management reports and KPI dashboards, analyse incident trends and lead quality assurance reviews
• Maintain incident procedures, playbooks and training materials, and support crisis management and resilience exercises

Required profile

• Minimum 6 years of IT major incident or critical incident management experience in a large-scale enterprise environment
• Proven ability to lead technical teams during critical incidents and strong stakeholder management
• ITIL V3/V4 Foundation certification

Required skills

• Strong hands-on experience with ServiceNow Incident Management/Ticketing
• Incident data analysis, trend identification and reporting
• Exceptional written and verbal communication

What we offer

• Flexible benefits plan including virtual doctor consultation services
• 25 days of annual paid leave plus public holiday, gender-neutral parental leave and comprehensive leave benefits
• Hybrid working arrangement and a culture of continuous learning