Lead Associate - ITSM Major Incident Management

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.

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 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.

Skills, Knowledge & Expertise

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.