Incident Engineer (Operations Support)

Role Overview

Incident Engineer (Operations Support) at TAWANTECH. The role coordinates and manages major and critical incidents to ensure rapid service restoration, escalation control, effective communication, and follow-up actions including Root Cause Analysis and lessons learned.

Role Purpose

The Incident Engineer manages the end-to-end lifecycle of major and critical incidents, minimizing business impact through rapid escalation, cross-team coordination, real-time communication, and systematic post-incident review and improvement.

Key Responsibilities

Incident Coordination & Management

• Manage and coordinate major and critical incidents end-to-end to minimize business impact.
• Facilitate incident bridge calls, command center communications, and escalation workflow.
• Ensure rapid escalation, engagement, and coordination across infrastructure, application, database, network, security, and vendor support teams.
• Monitor incident lifecycle from recognition through mitigation to resolution, ensuring escalation timelines align to SLAs.
• Ensure correct incident categorization, prioritization, ownership assignment, and documentation.

Stakeholder Communication & Reporting

• Provide real-time incident status updates to technical teams and management stakeholders.
• Develop incident management reports, dashboards, and KPI measurements supporting operational improvements.

Post-Incident & Root Cause Analysis

• Coordinate post-incident reviews including Root Cause Analysis (RCA) and lessons learned sessions.
• Ensure action tracking and follow-up closure based on RCA findings.

Continuous Improvement

• Analyze incident trends, recurrence patterns, and operational risks; recommend improvements.
• Support Problem Management activities for recurring incidents and assist with performance improvements.
• Drive reduction of recurring incidents and improve MTTR through proactive incident management.

Governance & Compliance

• Ensure compliance with bank operational procedures, regulatory requirements, and ITSM governance during incident handling.

Qualifications & Experience

• Minimum 5 years experience in Incident Management and Major Incident Management.
• Strong understanding of IT Operations and ITSM processes.
• Proven experience coordinating critical incidents and stakeholder communications.
• Experience in Root Cause Analysis (RCA) and incident management documentation.
• Experience in banking or highly regulated environments preferred.

Skills & Competencies

• Strong leadership, communication, and escalation management skills.