Lead Incident Manager

Responsibilities

• Lead the end-to-end incident management lifecycle , ensuring timely response, escalation, and resolution of incidents impacting payment systems and digital transaction services.
• Act as the command lead during high-severity incidents , coordinating across internal technical teams, vendors, and stakeholders to restore services with minimal business disruption.
• Serve as the primary communication bridge between technical teams and senior stakeholders, providing clear, concise updates during incident situations.
• Manage and drive resolution of major incidents (including RI/PNI scenarios) with full accountability for coordination, escalation, and stakeholder engagement.
• Ensure all incidents are accurately captured, tracked, and documented , aligning with ITSM processes and audit requirements.
• Prepare and support regulatory reporting obligations , ensuring timely and accurate submission in line with MAS Technology Risk Management Guidelines (TRMG).
• Monitor and report on incident KPIs and operational metrics , identifying trends, systemic risks, and areas for improvement.
• Requirements/skills:
• Minimum 5-6 years of experience in Incident Management , preferably within a financial services, payments, or highly regulated environment .
• Hands-on experience managing critical production environments supporting high-volume, real-time transaction systems .
• Strong understanding of regulatory and governance requirements , including MAS Technology Risk Management Guidelines (TRMG) and incident reporting obligations.
• Proven experience handling high-severity incidents (e.g., RI/PNI cases) , including escalation, coordination, and regulatory reporting.
• ITIL v3 or v4 Foundation certification preferred, with demonstrated application of ITSM best practices .
• Solid technical foundation across IT infrastructure, networks, cloud platforms, and applications in hybrid environments.

Additional Information

We are seeking an experienced Lead Incident Manager to oversee the end-to-end management of technology incidents within a highly regulated payments and digital transactions environment . This role plays a critical part in ensuring service availability, operational resilience, and regulatory compliance across mission-critical platforms supporting real-time payment processing and financial transaction systems. You will act as the central point of coordination during major incidents, driving rapid resolution while ensuring compliance with regulatory obligations and governance frameworks.

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