Senior Lead Associate - ITSM Major Incident Management
Department: IT
Employment Type: Permanent - Full Time
Location: Pune
Description
The Senior Lead Associate – ITSM Major Incident Manager is accountable for commanding major incidents and coordinating rapid, safe restoration of business-critical technology services within a 24/7 global operating model. Based in Pune, this experienced practitioner will work closely with the Senior Senior Lead Associate – ITSM Major Incident Manager / Process Owner, applying established Incident Management policy, severity criteria, communication standards and governance controls. The role leads cross-functional response through influence, provides explicit business-impact and executive communications, and maintains disciplined ServiceNow records; technical resolver teams remain accountable for diagnosis and remediation.
Key Responsibilities
Shift timing*
24/7 rotational shifts, including nights, weekends and public holidays as rostered
Responsibilities & Duties*
• Act as incident commander for major incidents during assigned 24/7 shifts,
validating severity and business impact, initiating the bridge or war room, mobilizing resolver teams and maintaining clear action ownership until service is restored and stabilized.
• Execute the global Incident and Major Incident Management procedures, controls, communication standards and escalation paths defined by the Senior Senior Lead Associate – ITSM Major Incident Manager / Process Owner.
• Assess and communicate impact to critical insurance services, customers or policyholders, business operations, colleague productivity, data availability, cybersecurity and resilience, based on verified information.
• Coordinate application, infrastructure, cloud, network, digital workplace, cybersecurity, service desk and supplier teams across regions without assuming technical-resolution ownership.
• Maintain an effective incident cadence: confirm priorities, challenge delays, track actions and
📌 Senior Lead Associate (Pune)
🏢 Davies
📍 Pune