About this role
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. 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.