About this role
The Specialist - ITSM Major Incident Management is the global process lead accountable for restoring business-critical technology services rapidly and safely, while minimizing customer, policyholder, colleague and operational impact. Based in Pune, this senior individual contributor will command major incidents across regions, establish a reliable follow-the-sun operating rhythm and own the maturity, control and measurable performance of the Incident Management practice. The role leads through influence across infrastructure, applications, cybersecurity, service desk, business operations, vendors and senior leadership; it does not own technical remediation. The role also coaches junior Incident and Process Analysts. Own the global Incident Management practice, policy, controls, governance cadence and improvement roadmap, aligned to ITIL 4 and enterprise risk expectations. Act as incident commander for major incidents: validate severity and business impact, establish the war room, mobilize swarms, set restoration priorities and maintain clear decision ownership until service is stabilized. Translate technical symptoms into business impact, including disruption to critical insurance services, customer or policyholder journeys, operational processing, data availability and regulatory or contractual commitments. Coordinate application, infrastructure, cloud, network, cybersecurity, service desk and supplier teams across time zones, escalating capacity or decision barriers without assuming technical resolver accountability. Set and enforce major-incident communication standards, including audience, cadence, decision logs, executive updates, business-facing messages and handover requirements. Govern global follow-the-sun handovers, on-call interfaces, escalation paths, SLA/OLA performance and third-party obligations so incidents retain momentum across regions. Ensure ServiceNow incident records provide an auditable chronology, accurate categorization, impact and urgency, affected service/CI linkage, actions, ownership, communications and restoration evidence. Lead post-incident reviews for material incidents; secure evidence-based actions, clear owners and target dates, and connect root-cause investigation to Problem Management and corrective implementation to Change Enablement. Own incident KPIs and KRIs such as restoration performance, major-incident recurrence, communication timeliness, SLA/OLA attainment, aging, reassignment and quality of closure; explain trends and control gaps to senior governance forums. Use incident, monitoring and service data to identify systemic weaknesses, automation and knowledge opportunities, and improvements to detection, routing, swarming and stakeholder communications. Exercise proportionate crisis leadership during cyber or resilience events, coordinating with the accountable security, continuity and business teams while maintaining disciplined incident command. Mentor junior analysts in impact assessment, prioritization, command discipline, stakeholder communication, record quality and post-incident review methods; create reusable playbooks and simulation scenarios. Experience & Education* Total professional experience: minimum 15 years. Relevant experience: substantial, demonstrable experience in enterprise Incident and Major Incident Management, including command of high-impact, multi-team incidents in global environments. Education: bachelor's degree or equivalent professional experience in technology, engineering, business operations or a related discipline. Demonstrated process ownership or senior governance responsibility across complex application, infrastructure, cloud, network, workplace, cybersecurity and supplier ecosystems. Demonstrated experience influencing senior business and technology stakeholders and communicating clearly during high-pressure service disruption. Experience working independently as a senior individual contributor and coaching junior analysts. Preferred: experience in a GCC, shared-services or large multinational operating model; insurance or another highly regulated industry; operational resilience or crisis simulation activity.