Job Title:  T&T | Cyber: D&R | Deputy Manager | Incident Response & Handling | Bengaluru

Incident Management: 

• Ensure all major incidents are accurately logged in the relevant toolset, with complete and high-quality data captured (impact, urgency, affected services, timeline, resolution details, etc.) 
• Lead and facilitate major incident bridge calls, coordinating investigation and resolution activities with Service/Application Owners and resolving teams 
• Provide clear, timely, and audience-appropriate communications throughout the incident lifecycle, tailored for business users, technology stakeholders, senior management,  
• Maintain oversight of incident progress to ensure timely resolution and adherence to agreed SLAs and operational standards 
• Manage the production and publication of Post-Incident Reports (PIRs), ensuring consistency, completeness, and timely delivery 
• Lead post-incident retrospectives, ensuring: 
• Process adherence is reviewed 
• Lessons learned are documented 
• Corrective actions are clearly defined, owned, and tracked 
• Ensure post-incident recovery steps and findings are documented to support process improvements and knowledge base creation 
• Chair weekly global incident review meetings, focusing on key incidents, resolution quality, and follow-up actions 
• Lead monthly incident reviews with Compliance and Operational Risk Management teams 

Problem Management: 

• Proactively identify recurring, high-impact, or systemic issues observed during incident management and formally transition them into Problem Management 
• Ensure problems are accurately logged with sufficient data to support effective Root Cause Analysis (RCA) 
• Govern the Problem Management lifecycle, ensuring problems progress through: Identification, assessment and prioritisation, Root Cause Analysis, Resolution and closure 
• Ensure all action items are recorded and managed as relevant problem tasks 
• Chair Problem Management review forums, ensuring: Clear ownership and accountability, Blockers are escalated and resolved, Status and risk are communicated effectively to management.

Reporting: 

• Develop and maintain incident and problem performance dashboards and reports, including: 
• Produce and distribute monthly service level, operational and management reporting, tailored to the needs of different audiences (operations, senior leadership, risk/compliance) 
• Provide ongoing visibility into ticket queue health, backlog trends, and MTTR performance 

Continual Improvement: 

• Drive continuous improvement of Incident and Problem Management processes and tooling in collaboration with ITSM, operations, and engineering/development teams 
• Perform quality assurance reviews on incident records and post-incident outputs to ensure consistency, accuracy, and process compliance 
• Work with teams to ensure process SLAs and operational standards are consistently met during incidents 
• Partner with the ITSM team to embed best practices, standardisation, and operational maturity across the organisation 

Future potential role expansion: 

• Increase scope with additional IT Service Management process control activities: 
• Change Management 
• Knowledge Management  

Key Skills required:  

• Experience - 6-9 years of experience in Cyber
• Demonstrated experience in Incident Management and/or Major Incident coordination, with a proven ability to manage high-severity incidents in complex, production environments 
• Strong organisational and multitasking capabilities, with the ability to remain calm, decisive, and responsive under pressure, particularly during major service outages 
• Highly effective written and verbal communication skills, with experience producing clear incident communications, post-incident reports, and management-level summaries 
• Ability to adapt communication style effectively for both technical and non-technical audiences, including senior management and business stakeholders 
• Excellent problem-solving and analytical skills, with the ability to assess incomplete information, make sound decisions, and prioritise actions in time-critical situations 
• Strong collaboration and stakeholder management skills, enabling effective partnership across a wide range of teams, functions, and seniority levels 
• Ability to apply knowledge gained through experience, education, and training to resolve issues, remove operational barriers, and drive continuous improvement 
• Solid understanding of the governance, risk, and compliance requirements relevant to the role, including the ability to operate within defined policies, controls, and regulatory frameworks.
• Education : B.tech, BCA, B,E and any relevant qualification.