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