Senior Lead Associate - ITSM Major Incident Management at Davies

Department: IT

Setup: On-site
Location: Pune, Maharashtra
Type: Full-time
Level: lead/mgmt
Posted: Sep 30, 2026

Description

The Senior Lead Associate – ITSM Major Incident Manager will act as incident commander for major incidents in a 24/7 global operating model, coordinating resolver teams, communicating business impact, maintaining ServiceNow records, supporting post-incident reviews, and coaching colleagues. The role requires approximately 10 years of professional experience, including substantial enterprise Incident and Major Incident Management experience, and involves 24/7 rotational shifts including nights, weekends, and public holidays.

Required Skills

ITIL 4
ServiceNow
Incident command
Stakeholder communication
Cyber coordination

Additional Information

Minimum Education: Bachelor's degree or equivalent professional experience in technology, engineering, business operations, or a related discipline
Required Previous Experiences: Approximately 10 years of professional experience, including significant enterprise Incident and Major Incident Management experience
Experience commanding severe, business-impacting incidents in complex application, infrastructure, cloud, network, or supplier environments
Experience coordinating multiple resolver groups, global stakeholders, and third parties under pressure
Practical ServiceNow Incident Management experience, including major-incident workflows, priorities, service and component context, assignments, communications, dashboards, and audit history
Experience in 24/7, follow-the-sun, command-centre, NOC, service operations, or equivalent high-availability environments
Preferred Qualifications: Experience in a GCC, shared-services, multinational organization, insurance, financial services, or another highly regulated industry
Exposure to crisis exercises, operational resilience, observability, AIOps, ChatOps, or service dependency mapping
ITIL 4 Foundation and ITIL 4 Intermediate certification
Relevant ServiceNow training or certification demonstrating functional Incident Management capability
Crisis management, business continuity, or operational resilience training
Translation Company Name: Davies

About Davies

Davies

Real EstateCA

During his 40 or so years in real estate, Bill Davies has gained a national reputation as an innovator and pioneer in real estate consulting, real estate exchanging, single-agency brokerage, and customized financing approaches to helping people...

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