Specialist - ITSM Major Incident Management
Department: IT
Employment Type: Permanent - Full Time
Location: Pune
Description
The Specialist - ITSM Major Incident Management is the global process lead accountable for restoring business-critical technology services rapidly and safely, while minimizing customer, policyholder, colleague and operational impact. Based in Pune, this senior individual contributor will command major incidents across regions, establish a reliable follow-the-sun operating rhythm and own the maturity, control and measurable performance of the Incident Management practice. The role leads through influence across infrastructure, applications, cybersecurity, service desk, business operations, vendors and senior leadership; it does not own technical remediation. The role also coaches junior Incident and Process Analysts.
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 transparent 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 obli
📌 Specialist - ITSM Major Incident Management (Pune)
🏢 Davies
📍 Pune