ITSM Major Incident Management Specialist

About the role

The Specialist – ITSM Major Incident Management is the global process lead responsible for restoring business‑critical technology services quickly and safely while limiting impact on customers, policyholders and operations. Based in Pune, this senior individual contributor commands major incidents across regions, establishes a reliable follow‑the‑sun rhythm and drives the maturity and performance of the Incident Management practice.

Key responsibilities

• Own the global Incident Management practice, policy, governance cadence and improvement roadmap aligned to ITIL 4 and enterprise risk expectations.
• Act as incident commander for major incidents: validate severity, set up war rooms, mobilise swarms, prioritise restoration and maintain clear decision ownership until services stabilise.
• Coordinate application, infrastructure, cloud, network, cybersecurity, service‑desk and supplier teams across time zones, escalating barriers without assuming technical remediation responsibility.
• Govern follow‑the‑sun handovers, on‑call interfaces, escalation paths, SLA/OLA performance and third‑party obligations to keep incidents moving across regions.
• Lead post‑incident reviews, secure evidence‑based actions, link root‑cause investigations to Problem Management and drive corrective changes.

Required profile

• Minimum 15 years of professional experience with enterprise Incident and Major Incident Management in global environments.
• Bachelor’s degree or equivalent in technology, engineering, business operations or related discipline.
• Proven senior governance responsibility across complex application, infrastructure, cloud, network, cybersecurity and supplier ecosystems.
• Demonstrated ability to influence senior business and technology stakeholders and communicate clearly under high‑pressure service disruptions.
• Experience mentoring junior analysts and creating reusable playbooks or simulation scenarios.

Required skills

• Deep knowledge of ITIL 4 (and ITIL 3) Incident Management, major‑incident procedures, swarming and Service Level Management.
• Strong functional expertise in ServiceNow Incident Management, including major‑incident workflows, dashboards, reporting and audit history.
• Business‑impact judgement to translate technical severity into customer, policyholder and operational impact.
• Familiarity with ChatOps, AIOps integrations and observability tools for automated stakeholder communications.