TechOps-ITSM-Service Management-Manager

Role Overview: Join EY as an Incident Manager to lead incident management delivery for large-scale application services, ensuring rapid service restoration and high service reliability. Collaborate with stakeholders, leadership, and vendors to drive resilient services, operational efficiency, and service excellence. You will also be responsible for driving 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 - Lead end-to-end management of major incidents (P1/P2) ensuring rapid service restoration and resolution for P3/P4 incidents - Drive cross-functional coordination through global war rooms and bridge calls - Ensure clear, timely, and impact-focused communication to stakeholders, clients, and leadership - Enforce SLA/KPI adherence including effective prioritization, escalation, and resolution - Govern 24x7 follow-the-sun incident model for seamless regional handoffs and continuity - Manage stakeholder engagement with regular operational and executive-level updates - Drive continuous improvement through incident trend analysis, problem management integration, and optimization of service performance metrics - Partner with Change and Release Management to mitigate change-related risks - Champion ITIL-based ITSM best practices across the incident lifecycle - Lead and coach teams to deliver outcomes through structured problem-solving and continuous improvement - Ensure cost control, prevention of service leakage, and standardize incident management processes across global entities Qualification Required: - Bachelors degree in Computer Science, IT, or related field - Strong experience in Global Incident / Major Incident Management within large-scale multi-tower environments - Proven expertise in ITIL / ITSM processes (Incident Problem Change Management) - Experience with cloud platforms (Azure AWS GCP) and distributed systems - Proficiency in MS PowerPoint, Excel, and Visio - Hold relevant certifications (ITIL 4, PMP, PRINCE2, Lean Six Sigma) would be advantageous Additional Details of the Company: At EY, our dedication is to cultivate an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost. We offer opportunities for professional development, a dynamic workplace culture focused on diversity, equity, and inclusiveness, a suite of premium benefits, and a commitment to building a better working world. Join us and shape your future with confidence. (Note: Employment Type: Full Time, Experience: years, Vacancy: 1) Role Overview: Join EY as an Incident Manager to lead incident management delivery for large-scale application services, ensuring rapid service restoration and high service reliability. Collaborate with stakeholders, leadership, and vendors to drive resilient services, operational efficiency, and service excellence. You will also be responsible for driving 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 - Lead end-to-end management of major incidents (P1/P2) ensuring rapid service restoration and resolution for P3/P4 incidents - Drive cross-functional coordination through global war rooms and bridge calls - Ensure clear, timely, and impact-focused communication to stakeholders, clients, and leadership - Enforce SLA/KPI adherence including effective prioritization, escalation, and resolution - Govern 24x7 follow-the-sun incident model for seamless regional handoffs and continuity - Manage stakeholder engagement with regular operational and executive-level updates - Drive continuous improvement through incident trend analysis, problem management integration, and optimization of service performance metrics - Partner with Change and Release Management to mitigate change-related risks - Champion ITIL-based ITSM best practices across the incident lifecycle - Lead and coach teams to deliver outcomes through structured problem-solving and continuous improvement - Ensure cost control, prevention of service leakage, and standardize incident management processes across global entities Qualification Required: - Bachelors degree in Computer Science, IT, or related field - Strong experience in Global Incident / Major Incident Management within large-scale multi-tower environments - Proven expertise in ITIL / ITSM processes (Incident Problem Change Management) - Experience with cloud platforms (Azure AWS GCP) and distributed systems - Proficiency in MS PowerPoint, Excel, and Visio - Hold relevant certifications (ITIL 4, PMP, PRINCE2, Lean Six Sigma) would be advantageous Addition