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 clear business-impact and executive communications, and maintains disciplined ServiceNow records; technical resolver teams remain accountable for diagnosis and remediation.
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 decisions, manage handovers and escalate resource or decision barriers promptly.
- Issue timely, accurate and audience-appropriate stakeholder communications, including operational updates, executive summaries, restoration notices and handover records.
- Maintain complete ServiceNow major-incident records, including chronology, impact and urgency, affected service/CI, actions, decisions, ownership, communications, restoration and closure evidence.
- Ensure follow-the-sun handovers preserve context, priorities, outstanding actions, risks, communication commitments and decision ownership across shifts.
- Support post-incident reviews by assembling evidence, documenting the timeline, identifying command or control lessons and tracking agreed actions; ensure root-cause investigation is routed to Problem Management and implementation actions to Change Enablement.
- Monitor operational measures such as acknowledgement, communication and restoration performance, SLA/OLA adherence, recurrence, handover quality and record completeness; report exceptions to the process owner.
- Coordinate appropriately during cyber or resilience events with the accountable security, continuity and business teams while maintaining disciplined incident command and information handling.
- Support the Senior Senior Lead Associate – ITSM Major Incident Manager / Process Owner with simulations, playbooks, audit evidence, trend reviews, process health checks and the continual-improvement backlog.
- Coach service desk, resolver and junior process colleagues on severity assessment, escalation, communication, swarming and major-incident record standards.
Experience & Education*
Mandatory:
- Total professional experience: approximately 10 years, including significant relevant experience in enterprise Incident and Major Incident Management.
- Demonstrated experience commanding severe, business-impacting incidents in complex application, infrastructure, cloud, network or supplier environments.
- Experience coordinating multiple resolver groups, global stakeholders and third parties under pressure while maintaining clear communications and records.
- Practical ServiceNow Incident Management experience, including major-incident workflows, priority, service/CI context, assignment, communications, dashboards and audit history.
- Experience working in 24/7, follow-the-sun, command-centre, NOC, service operations or equivalent high-availability environments.
- Education: bachelor's degree or equivalent professional experience in technology, engineering, business operations or a related discipline.
Preferred:
- Experience in a GCC, shared-services or multinational organization and in insurance, financial services or another highly regulated industry.
- Exposure to crisis exercises, operational resilience, observability, AIOps, ChatOps or service dependency mapping.
Knowledge, Skill, ability
- ITSM/process expertise: strong knowledge of ITIL 4 Incident Management, major-incident procedures, prioritization, escalation, swarming, Monitoring and Event Management, Service Level Management, Problem Management, Knowledge Management and Continual Improvement.
- Incident command: establishes control quickly, distinguishes facts from assumptions, sets a clear cadence and maintains restoration focus in high-pressure, ambiguous situations.
- Technical/platform capability: strong functional use of ServiceNow Incident Management and major-incident workflows, service/CI context, assignment and escalation, notifications, dashboards, reporting and audit history.
- Business-impact judgement translates verified technical information into clear operational, customer, policyholder, security and resilience implications.
- Stakeholder communication: produces concise, accurate updates for resolver teams, business leaders, service owners, suppliers and executives.
- Differentiators: global command-centre experience, automated communications, observability integration, cyber-incident coordination or simulation facilitation.
Essential requirement (non-negotiable) *
- Approximately 10 years of total professional experience with substantial enterprise Incident and Major Incident Management experience.
- Proven command of high-impact incidents across multiple technical towers and suppliers.
- Strong ServiceNow Incident Management functional experience and disciplined chronology, communication and closure records.
- Ability to work closely with the Senior Senior Lead Associate – ITSM Major Incident Manager / Process Owner and execute established global standards while escalating material exceptions.
- Ability to communicate verified business impact, risks, actions and restoration status clearly under pressure.
- Willingness and ability to work 24/7 rotational shifts, including nights, weekends and public holidays as rostered.
- Evidence of contributing to post-incident learning, control improvement, simulations or analyst coaching.
Certification if any
- ITIL 4 Foundation & ITIL 4 Intermediate will be beneficial
- Relevant ServiceNow training or certification is advantageous where it demonstrates functional Incident Management capability.
- Crisis management, business continuity or operational resilience training is a differentiator rather than a mandatory requirement.
