Senior Consultant – Incident Management & Application Monitoring

Tasks & Responsibilities

Incident Management

End-to-End Incident Lifecycle

• Own and manage the full incident lifecycle: identification, logging, categorisation, prioritisation, escalation, resolution, closure, and post-incident review
• Ensure consistent application of ITIL v3/v4 best practices across teams
• Drive accountability and responsiveness across internal teams and third-party providers

Major Incident Management

• Define and enforce major incident management procedures
• Activate and lead war rooms and incident bridges
• Coordinate crisis communication during high-severity incidents
• Conduct post-incident reviews and follow-up actions

Service Level Management

• Design, implement, and enforce SLAs and OLAs
• Monitor service performance against agreed targets
• Challenge L2/L3 teams to improve service quality and reduce recurrence

Business Communication & Reporting

• Produce clear, non-technical incident communications for business stakeholders and senior management
• Create executive-level incident reports including: Business impact analysis, Timelines, Root cause analysis, Corrective and preventive actions
• Develop and maintain service health dashboards (monthly/quarterly)
• Use appropriate communication channels (MS Teams, email, intranet) tailored to stakeholder groups
• Lead structured follow-ups with impacted business units after major incidents

Application Monitoring & Observability

End-to-End Monitoring Coverage

Design and implement holistic observability across:

• Frontend applications (web, desktop, mobile)
• Application servers and microservices
• Middleware platforms
• Batch jobs (EOD, month-end, etc.)
• File-based integrations
• API-to-API integrations
• Downstream outputs (reports, payments, regulatory files, statements)

Monitoring of Critical Outputs & Integrations

• Detect missing, delayed, or failed file transmissions
• Validate file integrity (size, record count, schema, error flags)
• Monitor batch job execution details (timings, return codes, dependencies)
• Track integration acknowledgements and message delivery
• Implement automated reconciliation checks between systems
• Configure smart alerts for logical anomalies (e.g. zero balances, duplicate payments, currency mismatches)

Tooling & Automation

• Deploy and configure enterprise monitoring tools (e.g. Dynatrace, Datadog, AppDynamics, Splunk)
• Instrument backend scripts and processes with custom metrics and traces
• Implement synthetic monitoring and heartbeat checks
• Reduce alert noise through deduplication, grouping, and dynamic thresholds
• Integrate monitoring tools with incident management platforms (e.g. ServiceNow) for automated ticket creation

Must-Have Criteria

Experience & Knowledge

• Strong hands-on experience in end-to-end Incident Management
• Solid knowledge of ITIL v3/v4 frameworks
• Proven experience in Major Incident Management
• Strong background in application monitoring and observability
• Experience working with enterprise monitoring tools (Dynatrace, Datadog, AppDynamics, Splunk or similar)
• Ability to integrate monitoring with incident management platforms (e.g. ServiceNow)

Skills

• Excellent stakeholder communication skills, including executive-level reporting
• Ability to work under pressure in high-severity incident situations
• Strong analytical and problem-solving skills
• High attention to detail
• Proactive mindset and willingness to share knowledge

Nice-to-Have Criteria

• Experience in private banking, wealth management, or financial services environments
• Experience designing dashboards and analytics (e.g. Power BI integrations)
• Experience running training sessions or incident simulation exercises (tabletop drills)
• German and/or French language skills
• Experience with automation of reconciliation and integrity checks

Languages

• English: Business fluent