Senior Incident, Problem & Change Specialist

About the role

The Senior Incident, Problem & Change Specialist is responsible for minimizing the impact of production incidents, driving rapid service restoration, and ensuring the organization learns from each event to become more resilient. This role combines incident coordination, problem management, and change governance within a fast‑paced banking environment.

Key responsibilities

• Assess severity of potential major incidents and trigger appropriate response according to the priority matrix.
• Lead restoration efforts, host command‑centre calls, and keep stakeholders informed with clear, timely updates.
• Document incidents thoroughly, conduct root‑cause analysis, and produce executive‑level reports on impact and resolution.
• Manage the full problem lifecycle, identify underlying causes, and implement permanent or temporary solutions.
• Oversee change management processes, ensure changes are documented, reviewed, approved, and communicated to all affected parties.
• Facilitate Change Advisory Board (CAB) meetings and maintain accurate on‑call schedules and escalation paths.

Required profile

• University degree in business administration, technology, or equivalent experience.
• Minimum 3 years of experience in technical incident resolution, problem management, or major incident response.
• Strong written and verbal communication skills for both technical teams and executive audiences.
• Analytical mindset with ability to synthesize data and produce actionable insights.
• Familiarity with ITIL 4 practices and ability to work efficiently under pressure.

Required skills

• ITIL 4
• ServiceNow
• Confluence
• Jira