Title Major Incident Management Process Lead Work Level 2C Reports to John Hudson Location India PURPOSE OF THE ROLE To co-ordinate and lead the response to major IT Cyber incidents - those that cause significant disruption to services impact large numbers of users or pose responsible risks to business continuity Governs a process to restore normal service operation as quickly as possible while minimising the impact on the business WHAT WILL YOUR MAIN RESPONSIBILITIES BE Process Ownership Governance Govern a joint operations Major Incident Management MIM process between Tech Cyber ensuring it aligns with ITIL Cyber best practices and organisational needs Providing a 365 24 7 service Define and enforce process standards policies and procedures Ensure compliance with regulatory and audit requirements related to incident handling Continuous Improvement Identify opportunities to optimise the MIM process through metrics feedback and post-incident reviews Lead initiatives to improve response times communication flows and resolution effectiveness Collaborate with Problem Management and Service Improvement teams to address recurring issues Stakeholder Engagement Own the primary liaison function between technical teams CDIOs business units In-Market teams and leadership during major incidents Ensure stakeholders are informed and engaged throughout the incident lifecycle Facilitate post-incident reviews with relevant parties to capture lessons learned and drive accountability Training Awareness Develop and deliver training programs for incident responders and stakeholders Promote awareness of the MIM process across the organisation to ensure consistent understanding and execution Tooling Automation Work with ITSM platform owners to ensure the incident management tools support the process effectively Drive automation and integration of alerting escalation and reporting mechanisms Performance Monitoring Reporting Define and track KPIs SLAs related to major incident handling e g time to resolution number of incidents stakeholder satisfaction Produce regular reports dashboards for leadership and service owners Use data to identify trends and inform strategic decisions Crisis Management Support Support or lead joint crisis response efforts between Tech Cyber e g cyberattacks data breaches major operational issues Ensure alignment with Business Continuity and Disaster Recovery plans EXPERIENCES QUALIFICATIONS 5-10 years experience in IT operations service management or cybersecurity roles - ITIL v4 Cyber certification e g GCIH desirable Understanding of IT Cyber operation and incident response frameworks Proven track record of managing major incidents in enterprise environments Experience of leading global virtual teams and communicating with and managing senior stakeholders KEY INTERACTIONS Tech Cyber leadership IT Service Owners Product Owners Family Domain Owners Cyber Security Operations Response teams Vendors technical teams CDIOs and In-Market teams Partner ITSM teams

📌 Major Incident Management Process Lead (Karnataka)
🏢 Unilever
📍 Karnataka