• 1. Incident Management and Request Fulfillment • Ensure timely resolution of incidents affecting service availability, with a target MTTR (Mean Time to Resolve) of less than 3 hours for critical issues. • Log and categorize incidents/requests accurately, assigning correct priorities and services impacted. • Escalate major incidents to the CIO within 10 minutes of detection and provide continuous updates to stakeholders. • Conduct post-resolution follow-ups, including detailed RCA (Root Cause Analysis) documentation within 24 hours. • 2. Change Management • Log change requests with clear descriptions, detailed backout plans, and correct attachments (e.g., UAT, approvals). • Ensure all changes undergo post-implementation testing to validate service functionality. • Monitor compliance with SLAs for change closure, including proper documentation and adherence to timelines. • 3. Communication and Reporting • Send timely communications to stakeholders during major incidents (within 10–20 minutes) and provide regular updates until resolution. • Prepare and share daily/weekly reports on incidents, changes, and request fulfillment metrics. • Maintain accurate records of all troubleshooting steps, resolutions, and approvals. • 4. After-Hours and Weekend Support • Participate in a rotational on-call schedule to provide 24/7 support for critical banking systems. • Log incidents within 15 minutes of reporting during off-hours and escalate as needed. • 5. Compliance and Continuous Improvement • Adhere to the bank’s IT policies, including change management protocols and incident response procedures. • Identify trends in incidents/changes and suggest improvements to reduce future disruptions. • Key Performance Indicators (KPIs) • Incident Management: ≥90% resolution SLA compliance. • 100% major incident escalation to CIO within 10 minutes. • 100% of changes logged with detailed descriptions and backout plans. • ≥85% of changes closed within SLA. • 100% stakeholder updates sent within 20 minutes for critical incidents.

• Diploma/Degree in IT, Computer Science, or related field. • 2+ years in IT support, preferably in banking/financial services. • Familiarity with ITIL processes (Incident, Change, Problem Management). • Proficiency in ITSM tools (e.g., ServiceNow, JIRA). • Knowledge of banking systems (e.g., Core Banking, ATMs, Payment Gateways). • Strong communication and stakeholder management abilities. • Analytical mindset with attention to detail. • Rotational shifts, including weekends and on-call duty, Fast-paced environment with strict adherence