Senior Incident Management Lead – TechOps ITSM

About the role

EY is looking for a Senior Incident Management Lead to drive stability and operational excellence for its application services within the Global Delivery Services network. You will coordinate incident response across regions, ensuring rapid restoration of services and minimal business impact.

Key responsibilities

• Act as the single point of accountability for incident management across assigned application systems.
• Serve as the primary contact for major incidents and manage the incident lifecycle from detection to resolution.
• Coordinate with cross‑functional teams to restore services efficiently and reduce recurrence.
• Leverage ITSM practices, monitoring tools, and automation to improve response times.
• Support service onboarding, transition, and operational stability activities.
• Collaborate with stakeholders and technical teams to enhance service reliability and customer experience.

Required profile

• Proven senior‑level experience in incident management within a global or multi‑regional environment.
• Strong understanding of IT Service Management (ITSM) frameworks and best practices.
• Excellent coordination and communication skills to work with diverse technical teams.
• Ability to drive continuous improvement and operational excellence.

Required skills

• ITSM frameworks (e.g., ITIL)
• Incident Management processes
• Monitoring tools
• Automation tools

What we offer

• Opportunity to work in a worldwide network of 80,000+ professionals.
• Exposure to diverse clients across consulting, assurance, tax, and strategy services.
• Career development within a leading professional services firm.