HDB Financial Services - Deputy Manager - Data Centre

Description:

Role Overview:

The Deputy Manager Data Centre will be responsible for managing major incidents and change management processes across infrastructure, applications, networks, and vendor ecosystems.

This role acts as a central coordination point during high-impact incidents, ensuring service restoration within SLA, effective stakeholder communication, and adherence to ITIL best practices and audit requirements.

Key Responsibilities:

Incident Management

• Own and manage major and high-priority incidents end-to-end.
• Act as the central point of coordination across infrastructure, application, network, and third-party vendor teams.
• Ensure all incidents are logged, categorized, prioritized, and tracked accurately in the ITSM tool.
• Facilitate incident bridge calls, war rooms, and escalation processes as required.
• Provide regular, clear status updates to business stakeholders and senior leadership.
• Ensure Root Cause Analysis (RCA) and post-incident reviews are conducted within defined timelines.
• Track and follow up on Corrective and Preventive Actions (CAPA) to prevent recurrence.
• Participate in on-call and shift rotations as required.

Change Management

• Review and track change requests, ensuring completeness of:

• Risk and impact analysis
• Implementation plans
• Rollback plans

• Coordinate and facilitate Change Control Board (CCB) meetings.
• Publish approved change schedules and communicate impacts to stakeholders.
• Ensure adherence to change management policies, procedures, and SLAs.
• Support standard, emergency, and normal change processes.
• Track changes through implementation to timely closure.
• Support internal and external audits, demonstrating change compliance.

Required Skills & Qualifications:

Experience

• 4-10 years of experience in IT Operations, Data Centre Operations, IT Service Management, or Incident Management roles.

Technical & Functional Skills

• Strong understanding of ITIL Incident Management and Major Incident Management.
• Hands-on experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, etc.
• Working knowledge of Change Management processes and governance.
• Exposure to Problem Management and RCA methodologies.

Core Competencies

• Excellent communication, coordination, and stakeholder management skills.
• Ability to remain calm, decisive, and structured during high-pressure situations.
• Strong analytical, troubleshooting, and decision-making abilities.
• Detail-oriented with strong documentation discipline.

Desired / Preferred Skills

• ITIL certification (Foundation or above) preferred.
• Experience in Data Centre or large enterprise environments.
• Knowledge of Risk Management and Change Compliance.
• Exposure to audit and regulatory environments is a plus.

Key Success Factors

• Faster incident resolution with minimal business impact
• Strong SLA adherence
• High-quality RCA and preventive actions
• Effective cross-team and vendor coordination
• Consistent compliance with change and audit standards