TechOps-ITSM-Incident Mgmt-Senior

Role Overview: At EY, you will lead incident management for application services to ensure timely resolution of major incidents and Incident Management queues with minimal business impact. You will drive service stability and operational excellence by coordinating across teams to restore services efficiently. Your role will also involve supporting incident lifecycle management within a global delivery model, ensuring seamless collaboration across regions. Additionally, you will be participating in Service onboarding, Service Transition, and Service operations using ITSM leading practices for products, applications, and services delivered at EY. Key Responsibilities: - Act as the single point of accountability for Incident Management across application systems - Act as the primary point of contact for incident management within the assigned application landscape - Manage end-to-end lifecycle of incidents including detection, logging, prioritization, and resolution - Lead major incident bridges (P1/P2) ensuring structured coordination across teams - Provide timely and clear communication to stakeholders on incident status and business impact - Ensure adherence to SLAs, KPIs, and escalation protocols - Support 24x7 operations model with effective handoffs across regions - Maintain incident documentation, runbooks, and SOPs - Perform incident trend analysis and collaborate with Problem Management for root cause elimination - Drive reduction of repeat incidents and improvement of MTTR metrics - Coordinate with Change and Release teams to minimize incident risks - Ensure participation in post-incident reviews (PIRs) and track closure of action items - Work with monitoring teams to improve alert quality and early detection - Support service transition activities ensuring operational readiness - Collaborate with vendors to ensure accountability and resolution efficiency - Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution - Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles, and optimizing and evaluating their performance to meet organizational goals Qualifications Required: - Bachelor's degree in Computer Science, IT, or a related field - 5-10 years of experience in Incident Management or Application Support - Experience in handling major incidents (P1/P2) and Incident Management - Managed a reasonably sized team (5-15 FTEs) across locations in an onshore-offshore model - Good understanding of ITIL / ITSM practices - Exposure to enterprise applications or SaaS platforms - Experience in cloud or distributed environments is a plus - Strong communication and stakeholder management skills - Ability to work in 24x7 global teams - Experience working with cross-functional teams and vendors - Strong analytical mindset with a focus on continuous improvement - Exposure to monitoring, automation, and AIOps - Ability to manage priorities in high-pressure environments - Experience supporting service transition or onboarding for 2 clients - Experience working in multiple industries, preferably Insurance/Financial services/Banking domains Additional Details: At EY, you will be part of a globally connected powerhouse of diverse teams, contributing to building a better working world. The Global Delivery Services team at EY plays a crucial role in supporting EY's growth agenda by providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to clients worldwide. Additionally, Enablement Services offers cost-effective, high-skilled, and innovative services to support EY's global and local enablement teams in various areas such as BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery, and IT Global Infrastructure services. The innovation specialists at EY bring together the desired environment, technologies, and skilled teams for facilitation, rapid prototyping, and innovative thinking, offering competencies in analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies, and open innovation. Role Overview: At EY, you will lead incident management for application services to ensure timely resolution of major incidents and Incident Management queues with minimal business impact. You will drive service stability and operational excellence by coordinating across teams to restore services efficiently. Your role will also involve supporting incident lifecycle management within a global delivery model, ensuring seamless collaboration across regions. Additionally, you will be participating in Service onboarding, Service Transition, and Service operations using ITSM leading practices for products, applications, and services delivered at EY. Key Responsibilities: - Act as the single point of accountability for Incident Management acr