Senior Consultant – Incident Management & Application Monitoring

About the role

We are seeking a Senior Consultant to own and continuously improve the end‑to‑end Incident Management lifecycle in a fast‑paced financial services environment. You will also build and enhance Application Monitoring and Observability capabilities, ensuring proactive issue detection and seamless integration with ITSM tools.

Key responsibilities

• Manage the full Incident Management process (ITIL v3/v4), including Major Incident handling, SLA/OLA governance and stakeholder communication.
• Design, implement and maintain Application Monitoring and Observability solutions, integrating them with ServiceNow or similar platforms.
• Create executive dashboards, reports and trend analyses using Power BI to drive continuous service improvement.
• Automate operational tasks, conduct root‑cause analysis, and monitor APIs, file transfers and critical business applications.
• Communicate technical incidents clearly to senior business stakeholders and translate technical details into business impact.

Required profile

• 5+ years of experience in Incident Management, IT Service Management or Application Support within banking or another highly regulated enterprise.
• Strong expertise in ITIL v3/v4, Major Incident Management, SLA/OLA governance and post‑incident reviews.
• Proven ability to build operational dashboards and reporting that reduce recurring incidents.
• Excellent stakeholder management and communication skills.

Required skills

• ITIL v3/v4
• ServiceNow or comparable ITSM platform
• Power BI (or similar reporting tool)
• Application Monitoring & Observability tools
• Automation scripting for operational resilience