Truelogic

Senior Incident Manager - Finance

Truelogic

Posted 10 hours ago

Employment Type

Full Time

Location

Dubai

Job Listing No Longer Available

This job posting is no longer accepting applications. It may be more than 30 days old or the position has been filled.

Requirements

ITIL, Incident Management, Communication, Leadership, AWS, Financial Services

Required Skills

ITIL incident management AWS Financial Services Communication Leadership

Job Description

Responsibilities

  • Lead incident bridge calls during critical system events, acting as the Incident Commander.
  • Coordinate response efforts across IT, infrastructure, application, and vendor teams to minimize downtime and business impact.
  • Prioritize rapid service restoration over root cause investigation during active incidents.
  • Escalate issues to leadership and key stakeholders as appropriate.

Post-Incident Activities

  • Drive the Root Cause Analysis (RCA) process for recurring or high-severity incidents.
  • Collaborate with third-party vendors when incidents are vendor-related.
  • Ensure all incident records and documentation are complete and accurate in the incident management system.
  • Prepare executive-level incident reports summarizing key insights, trends, and performance metrics.
  • Own both ad hoc and recurring reporting to inform leadership and IT teams.

Stakeholder Communication

  • Provide timely, transparent updates throughout the incident lifecycle.
  • Maintain clear communication with technical leads, leadership, and business stakeholders.
  • Act as a trusted liaison between technical and non-technical teams.

Continuous Improvement

  • Identify gaps and inefficiencies in incident management processes.
  • Partner with leadership to implement improvements that enhance speed, clarity, and resolution quality.

Standards, Compliance & Culture

  • Ensure compliance with ITIL processes, audit requirements, and internal standards.
  • Reinforce a culture of accountability, quality, and operational readiness.
  • Participate in on-call rotations, including nights and weekends (1-week rotation; 6 PM – 6 AM PT coverage for major outages).

Requirements

  • 5+ years of experience in incident management or IT operations within enterprise environments.
  • Proven ability to manage high-severity IT incidents with calm, structure, and clarity.
  • Strong knowledge of ITIL standards and the full incident lifecycle.
  • Exceptional verbal and written communication skills, especially with executive stakeholders.
  • Experience coordinating multiple teams under high-pressure conditions.
  • Hands-on experience with PagerDuty, ServiceNow, New Relic, CloudWatch, or similar monitoring and incident platforms.
  • Experience leading, mentoring, or coordinating others.
  • Ability to multitask, work under pressure, and remain composed during critical incidents.
  • Bachelor’s degree in IT, Computer Science, or a related field.
  • AWS training or certification.
  • Experience in financial services or the mortgage industry.
  • Exposure to AI/ML-based monitoring or automation tools in incident management.

Preferred Qualifications

Benefits

  • 100% Remote Work: Enjoy the freedom to work from the location that helps you thrive. All it takes is a laptop and a reliable internet connection.
  • Highly Competitive USD Pay: Earn an excellent, market-leading compensation in USD, that goes beyond typical market offerings.
  • Paid Time Off: We value your well-being. Our paid time off policies ensure you have the chance to unwind and recharge when needed.
  • Work with Autonomy: Enjoy the freedom to manage your time as long as the work gets done. Focus on results, not the clock.
  • Work with Top American Companies: Grow your expertise working on innovative, high-impact projects with Industry-Leading U.S. Companies.

About the Company

At Truelogic, we are a leading provider of nearshore staff augmentation services headquartered in New York. For over two decades, we’ve been delivering top-tier technology solutions to companies of all sizes, from innovative startups to industry leaders, helping them achieve their digital transformation goals.

Our team of 600+ highly skilled tech professionals, based in Latin America, drives digital disruption by partnering with U.S. companies on their most impactful projects. Whether collaborating with Fortune 500 giants or scaling startups, we deliver results that make a difference.

By applying for this position, you’re taking the first step in joining a dynamic team that values your expertise and aspirations. We aim to align your skills with opportunities that foster exceptional career growth and success while contributing to transformative projects that shape the future.

How to Apply

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