Incident Management Lead – TechOps (Insurance)

About the role

EY is seeking an experienced Incident Management Lead for its TechOps Insurance team within Global Delivery Services. The role is responsible for overseeing end‑to‑end incident resolution for large‑scale applications, ensuring rapid service restoration and minimal business impact across global regions.

Key responsibilities

• Act as the single point of accountability for incident management across application systems.
• Lead the handling of major incidents (P1/P2) and manage queues for lower‑severity incidents (P3/P4).
• Coordinate cross‑functional teams to drive rapid service restoration and maintain high service reliability.
• Govern follow‑the‑sun operations, supporting service onboarding, transition, and steady‑state stability.
• Leverage ITSM, automation, and AIOps to improve service performance and prevent future incidents.
• Collaborate with stakeholders, leadership, and vendors to deliver resilient services and operational efficiency.

Required profile

• Proven experience in incident management for large‑scale, mission‑critical applications.
• Strong understanding of IT service management (ITSM) processes and best practices.
• Ability to lead cross‑functional teams in a global, multi‑time‑zone environment.
• Excellent communication and stakeholder management skills.

Required skills

• ITSM
• AIOps
• Automation
• Microsoft technologies

What we offer

• Opportunity to work within a global network of 80,000+ professionals.
• Exposure to cutting‑edge technologies and innovative service delivery models.
• Career development in a leading professional services firm.