Incident Management Manager - Insurance Technology Operations

As a TechOps-ITSM-Service Management Manager at EY, you will lead incident management delivery for large-scale application services, ensuring end-to-end resolution of major incidents and incidents across regions and towers. Your responsibilities will include: - Acting as the single point of accountability for Incident Management across application systems - Leading end-to-end management of major incidents (P1/P2), ensuring rapid service restoration and queue management for P3/P4 incidents - Driving cross-functional coordination through global war rooms and bridge calls - Ensuring clear, timely, and impact-focused communication to stakeholders, clients, and leadership - Governing 24x7 follow-the-sun incident model for seamless regional handoffs and continuity - Managing stakeholder engagement and cross-tower dependencies for end-to-end service restoration and stability - Supporting service onboarding, transition, and stabilization through proactive operational risk management - Driving continuous improvement through incident trend analysis, problem management integration, and optimization of service performance metrics - Partnering with Change and Release Management to mitigate change-related risks - Enforcing vendor accountability aligned to SLAs, OLAs, and contractual commitments - Championing ITIL-based ITSM best practices and enabling automation and operational excellence for reliability and efficiency Additionally, you will have the opportunity to: - Establish real-time incident visibility dashboards for proactive decision-making - Drive service resilience and reliability engineering alignment - Ensure knowledge management integration and governance of major incident communication templates - Drive customer experience focus and act as an escalation point for crisis situations To be successful in this role, you should possess: - Strong experience in Global Incident / Major Incident Management within large-scale, multi-tower environments - Proven expertise in ITIL / ITSM processes and enterprise applications - Experience with cloud platforms and distributed systems - Strong stakeholder management and executive communication skills - Ability to lead high-severity incidents and drive rapid resolution - Strong analytical and problem-solving capabilities with a focus on continuous improvement - Experience working in 24x7 global delivery models - Proficiency with ITSM process tools such as ServiceNow, BMC Remedy, JIRA, or equivalent tools At EY, you will have the opportunity to develop future-focused skills and gain world-class experiences in a flexible and inclusive environment. If you are ready to shape your future with confidence, apply today to join us in building a better working world. EY is an equal opportunity employer committed to Diversity, Equity & Inclusion. As a TechOps-ITSM-Service Management Manager at EY, you will lead incident management delivery for large-scale application services, ensuring end-to-end resolution of major incidents and incidents across regions and towers. Your responsibilities will include: - Acting as the single point of accountability for Incident Management across application systems - Leading end-to-end management of major incidents (P1/P2), ensuring rapid service restoration and queue management for P3/P4 incidents - Driving cross-functional coordination through global war rooms and bridge calls - Ensuring clear, timely, and impact-focused communication to stakeholders, clients, and leadership - Governing 24x7 follow-the-sun incident model for seamless regional handoffs and continuity - Managing stakeholder engagement and cross-tower dependencies for end-to-end service restoration and stability - Supporting service onboarding, transition, and stabilization through proactive operational risk management - Driving continuous improvement through incident trend analysis, problem management integration, and optimization of service performance metrics - Partnering with Change and Release Management to mitigate change-related risks - Enforcing vendor accountability aligned to SLAs, OLAs, and contractual commitments - Championing ITIL-based ITSM best practices and enabling automation and operational excellence for reliability and efficiency Additionally, you will have the opportunity to: - Establish real-time incident visibility dashboards for proactive decision-making - Drive service resilience and reliability engineering alignment - Ensure knowledge management integration and governance of major incident communication templates - Drive customer experience focus and act as an escalation point for crisis situations To be successful in this role, you should possess: - Strong experience in Global Incident / Major Incident Management within large-scale, multi-tower environments - Proven expertise in ITIL / ITSM processes and enterprise applications - Experience with cloud platforms and distributed systems - Strong stakeholder management and executive communication skills