Team Lead ITSM Bengaluru TECH STRATEGY & TRANSFORMATION
Job requisition ID : 114390
Location: Bengaluru
Entity: Deloitte Touche Tohmatsu India LLP

Team Lead ET&P; TS&T; ITSM

Location: Bangalore

Job Type: Contract

Duration: 3 Months for now and extension based on Client Contract Extension

The team

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth.Learn more about ET&P;

Your work profile

As a Major Incident Manager at Deloitte you will be responsible for leading the response to critical IT incidents for high profile clients that have significant business impact. You will coordinate cross-functional technical teams manage stakeholder communication and drive incidents to swift resolution while maintaining process compliance defined service levels and operational excellence.

- Own and lead Major Incident bridge calls ensuring structured communication timely escalations and effective technical engagement.
- Coordinate recovery actions by working closely with infrastructure application and vendor teams.
- Communicate clearly and consistently with business stakeholders service owners and leadership teams during and after incidents.
- Follow ITIL-aligned Service Management practices including Change Problem and Incident Management processes.
- Drive root cause analysis (RCA) and contribute to post-incident reviews (PIR)



ensuring lessons learned and continuous improvements.
- Monitor incident trends recurring issues and systemic gaps proactively recommending preventive measures.
- Collaborate with Key stakeholders liaising with MIM Process like Cybersecurity Service Desk and third-party support teams to enhance operational resilience.
- Identify & Participate in process improvement compliance audits and operational reviews related to incident management.

Key skills required

- Education - Any Bachelors or Masters degree
- Proven experience in Major Incident Management within enterprise IT environments.
- Strong knowledge of ITIL practices particularly Incident Problem and Change Management.
- Excellent ability to lead recovery calls manage high-pressure situations and drive consensus.
- Experience coordinating with global support teams vendors and business stakeholders.
- Robust verbal written and executive communication skills.
- Familiarity with tools like ServiceNow Remedy or similar ITSM platforms.
- Certifications in ITIL4 ServiceNow or similar frameworks preferred.
- Solid understanding of ITSM/ITIL processes and their operational integration.
- Ability to manage cadence calls prepare executive presentations and Excel-based reporting for incident summaries and KPIs.
- Ability to perform ITSM/ITIL process assessments provide recommendations and drive process improvements is an added advantage.

Required Experience:

Manager

📌 Team Lead | ITSM | Bengaluru | TECH STRATEGY & TRANSFORMATION
🏢 Deloitte
📍 Bengaluru