Job Summary

Lead incident management for application services, ensuring timely resolution of major incidents and Incident Management queues with minimal business impact. Drive service stability and operational excellence by coordinating across teams to restore services efficiently. Support incident lifecycle management within a global delivery model, ensuring seamless collaboration across regions. Leverage ITSM practices, monitoring tools, and automation to improve incident response and reduce recurrence. Collaborate with stakeholders and technical teams to enhance service reliability and customer experience. Support service onboarding and transition activities with focus on incident readiness and operational stability.

You will also be participating in Service onboarding, Service Transition, Service operations using ITSM leading practices for products, applications and services delivered at EY.

Service line - Senior

Your Key Responsibilities

- Act as the single point of accountability for Incident Management across application systems
- Act as the primary point of contact for incident management within assigned application landscape
- Manage end-to-end lifecycle of incidents including detection, logging, prioritization, and resolution
- Lead major incident bridges (P1/P2), ensuring structured coordination across teams
- Provide timely and clear communication to stakeholders on incident status and business impact
- Ensure adherence to SLAs, KPIs, and escalation protocols
- Support 24x7 operations model with effective handoffs across regions
- Maintain incident documentation, runbooks, and SOPs




- Perform incident trend analysis and collaborate with Problem Management for root cause elimination
- Drive reduction of repeat incidents and improvement of MTTR metrics
- Coordinate with Change and Release teams to minimize incident risks
- Ensure participation in post-incident reviews (PIRs) and track closure of action items
- Work with monitoring teams to improve alert quality and early detection
- Support service transition activities ensuring operational readiness
- Collaborate with vendors to ensure accountability and resolution efficiency
- Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution.
- Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.

Skills and attributes for success

As a Senior Incident Lead (Application Lead)
- Solid understanding of Incident Management processes (P1/P2 handling)
- Application Support Knowledge (architecture and dependencies)
- Cross-team coordination across application, infrastructure, and support teams
- Effective stakeholder communication and reporting skills




- ITIL / ITSM process awareness (Incident, Problem, Change)
- SLA/KPI tracking (MTTR, response time, escalation handling)
- Incident analysis and trend identification
- Familiarity with monitoring tools (Dynatrace, AppDynamics, Splunk)
- Awareness of automation and AIOps concepts
- Vendor coordination experience
- Ability to work under pressure and manage critical situations
- Strong problem-solving and analytical thinking
- Focus on service reliability and continuous improvement
- Experience with ITSM process tools such as ServiceNow (SNOW), BMC Remedy, JIRA, or equivalent tools
- Familiarity with Azure DevOps and GitHub
- Proficiency in MS PowerPoint, Excel and Visio

Ideally, you'll also

- Hold certifications such as ITIL Foundation (preferred)
- Experience with enterprise applications (Java, .NET, SaaS platforms)
- Exposure to cloud platforms (Azure, AWS, GCP)
- Understanding of service transition and onboarding processes
- Support operational efficiency and cost optimization initiatives
- Familiarity with global delivery models
- Ability to adapt to dynamic environments
- Contribute to knowledge management and documentation
- Participate in building dashboards and reporting metrics
- Support shift-based or on-call requirements
- Contribute to service transition, delivery governance

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 TechOps-Duck Creek Data Insights-Sr Professional (Kochi)
🏢 EY
📍 Kochi