Level 2 Incident Manager, AVP

Job Title: Level 2 Incident Manager Location: Pune, inda Corporate Title: AVP Role Description The Global Incident Management (GIM) function is responsible for ensuring the effective management of business-impacting and high-risk production incidents across the Bank's technology landscape. Operating within a global 24x7 follow-the-sun support model, the team drives the rapid restoration of services, minimizing business disruption, regulatory exposure, financial loss, and reputational risk. The Level 2 Incident Manager (AVP) provides operational leadership, governance oversight, and end-to-end coordination of critical incidents The successful candidate will play a key role in maintaining operational stability, driving service improvements, enhancing operational resilience, and supporting the strategic development of the Global Incident Management function. What we’ll offer you As part of our flexible scheme, here are just some of the benefits that you’ll enjoy Best in class leave policy Gender neutral parental leaves 100% reimbursement under childcare assistance benefit (gender neutral) Sponsorship for Industry relevant certifications and education Employee Assistance Program for you and your family members Comprehensive Hospitalization Insurance for you and your dependents Accident and Term life Insurance Complementary Health screening for 35 yrs. and above Your key responsibilities Major Incident Management Lead and coordinate the resolution of Major Incidents (Priority Critical, P1, P2, and P3-Critical) to restore services as quickly as possible. Chair and manage major incident bridge calls, ensuring effective coordination across technology teams and stakeholders. Willingness and flexibility to work rotational shifts in a 24x7 support environment, including weekend coverage, is mandatory. Drive technical teams toward timely resolution by establishing clear ownership, actions, and recovery plans. Ensure accurate documentation of major incidents, including timelines, decisions, actions, and communication records. Provide effective handover of incident information to Problem Management for root cause analysis and remediation activities. Operational Leadership Provide regional operational leadership and oversight for the Incident Management function during the shift. Ensure effective shift handovers and operational continuity across shifts. Mentor and support junior Incident Managers and Incident Coordinators. Stakeholder Engagement & Communication Deliver timely, accurate, and business-focused communications to senior management, business stakeholders, and technology leadership. Facilitate executive updates during major incidents and ensure appropriate escalation to management where required. Translate technical issues into clear business impact assessments and recovery updates. Establish and maintain strong relationships across application support, infrastructure, cyber security, business, and control functions. Governance, Risk & Compliance Ensure adherence to Global Incident Management processes, policies, standards, and regulatory requirements. Identify and escalate operational risks, compliance concerns, and control weaknesses arising from incidents. Support internal and external audit activities by providing evidence, documentation, and process compliance reporting. Ensure regulatory reporting requirements and governance obligations are met within required timelines. Reporting & Management Information Produce weekly, monthly, quarterly, and annual management reporting and KPI dashboards. Analyze incident trends and identify recurring service risks and improvement opportunities. Prepare management commentary and executive summaries for senior stakeholders. Maintain and ensure the accuracy of Incident Management dashboards and operational reporting tools. Service Improvement & Quality Assurance Drive continual service improvement initiatives based on incident trends, lessons learned, and quality