LMIM Engineer

Key Responsibilities:

• Incident Handling & Coordination:
  • Lead and manage the lifecycle of all incidents, ensuring adherence to SLAs, reporting authorities, and escalation procedures.
  • Act as the central point of communication during major incidents, providing timely updates to stakeholders.
• Root Cause Analysis & Reporting:
  • Facilitate post-incident reviews and ensure documentation of root cause analysis (RCA).
  • Guide teams through the RCA and definition of improvement actions
• Process Improvement:
  • Continuously review and improve incident management processes and tools.
  • Identify trends and recurring issues to recommend long-term solutions.
• Collaboration & Communication:
  • Work closely with the team, engineers, MIMs, and Stakeholders to manage pre and post incidents actions and alignments.
  • Maintain clear communication with business units and senior leadership during critical incidents.
• Compliance & Governance:
  • Ensure compliance with ITIL best practices and organizational policies.
  • Maintain accurate incident records in the ITSM tool.

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Preferably 5 years’ experience in the related field
• Understanding of Agile way of working (sprint, product ownership, dev and ops roles)
• Proven experience in IT Service Management (ITSM) and Incident Management.
• Strong knowledge of ITIL framework and best practices.
• Excellent communication, leadership, and decision-making skills.
• Ability to work under pressure and manage multiple priorities.

Preferred Qualifications:

• ITIL Foundation or higher certification. (Preferred but not required)
• Experience with ITSM tools (e.g., ServiceNow, Azure).
• Basic knowledge of IT and Banking
• Background in technical support or operations.