Specialist - ITSM Major Incident Management

Department: IT

Employment Type: Permanent - Full Time

Location: Pune

Description

Key Responsibilities

• Own the global Incident Management practice, policy, controls, governance cadence and improvement roadmap, aligned to ITIL 4 and enterprise risk expectations.
• Act as incident commander for major incidents: validate severity and business impact, establish the war room, mobilize swarms, set restoration priorities and maintain clear decision ownership until service is stabilized.
• Translate technical symptoms into business impact, including disruption to critical insurance services, customer or policyholder journeys, operational processing, data availability and regulatory or contractual commitments.
• Coordinate application, infrastructure, cloud, network, cybersecurity, service desk and supplier teams across time zones, escalating capacity or decision barriers without assuming technical resolver accountability.
• Set and enforce major-incident communication standards, including audience, cadence, decision logs, executive updates, business-facing messages and handover requirements.
• Govern global follow-the-sun handovers, on-call interfaces, escalation paths, SLA/OLA performance and third-party obligations so incidents retain momentum across regions.
• Ensure ServiceNow incident records provide an auditable chronology, accurate categorization, impact and urgency, affected service/CI linkage, actions, ownership, communications and restoration evidence.
• Lead post-incident reviews for material incidents; secure evidence-based actions, clear owners and target dates, and connect root-cause investigation to Problem Management and corrective implementation to Change Enablement.
• Own incident KPIs and KRIs such as restoration performance, major-incident recurrence, communication timeliness, SLA/OLA attainment, aging, reassignment and quality of closure; explain trends and control gaps to senior governance forums.
• Use incident, monitoring and service data to identify systemic weaknesses, automation and knowledge opportunities, and improvements to detection, routing, swarming and stakeholder communications.
• Exercise proportionate crisis leadership during cyber or resilience events, coordinating with the accountable security, continuity and business teams while maintaining disciplined incident command.
• Mentor junior analysts in impact assessment, prioritization, command discipline, stakeholder communication, record quality and post-incident review methods; create reusable playbooks and simulation scenarios.

• Total professional experience: minimum 15 years.
• Relevant experience: substantial, demonstrable experience in enterprise Incident and Major Incident Management, including command of high-impact, multi-team incidents in global environments.
• Education: bachelor's degree or equivalent professional experience in technology, engineering, business operations or a related discipline.
• Demonstrated process ownership or senior governance responsibility across complex application, infrastructure, cloud, network, workplace, cybersecurity and supplier ecosystems.
• Demonstrated experience influencing senior business and technology stakeholders and communicating clearly during high-pressure service disruption.
• Experience working independently as a senior individual contributor and coaching junior analysts.
• Preferred: experience in a GCC, shared-services or large multinational operating model; insurance or another highly regulated industry; operational resilience or crisis simulation activity.

Skills, Knowledge & Expertise

• ITSM/process expertise: deep knowledge of ITIL 4 Incident Management, major incident procedures, prioritization, escalation, swarming, Service Level Management, Monitoring and Event Management, Problem Management, Knowledge Management and Continual Improvement.
• Technical/platform capabilities: strong functional expertise in ServiceNow Incident Management, major-incident workflows, service/CI context, assignment and escalation logic, notifications, dashboards, reporting and audit history. Able to define requirements and acceptance criteria without being a ServiceNow developer.
• Business-impact judgement: rapidly distinguishes technical severity from business criticality and makes proportionate decisions using service, customer, policyholder, financial, operational, security and resilience context.
• Leadership and stakeholders: maintains command presence, concise executive communication and decision discipline; constructively challenges delay, ambiguity and weak ownership across teams and suppliers.
• Data and improvement: converts incident data into trends, control insights, automation opportunities and a prioritized improvement backlog.
• Differentiators: experience with global command centres, ChatOps or automated stakeholder communications, observability/AIOps integrations, crisis exercises, or service dependency mapping.

• 15+ years of relevant professional experience and credible global enterprise ITSM experience.
• Proven leadership of severe, business-impacting incidents across multiple technology towers and suppliers.
• Demonstrated ownership or governance of the Incident Management process, not only operational ticket handling.
• Strong ServiceNow Incident Management functional experience, including major-incident records, dashboards, process controls and data quality.
• Ability to communicate business impact, decisions, risks and restoration status to executive and operational audiences under pressure.
• Ability to work across global time zones when major incidents require it and to operate within a follow-the-sun model.
• Evidence of measurable continual improvement and effective mentoring of junior analysts.

• ITIL 4 Foundation and advanced ITIL 3 or 4 practice/module certification relevant to service operations.
• Relevant ServiceNow training or certification is advantageous where it demonstrates functional Incident Management capability.
• Crisis management, business continuity or operational resilience training is a differentiator rather than a mandatory requirement.