Specialist - ITSM Major Incident Management at Davies

The Specialist - ITSM Major Incident Management is a global process lead based in Pune responsible for restoring business-critical technology services during major incidents while minimizing impact. The role commands incidents across regions, establishes follow-the-sun operations, governs ITIL 4 incident management practices, coordinates cross-functional and supplier teams, leads post-incident reviews, owns incident KPIs, and mentors junior analysts. It does not own technical remediation but requires at least 15 years of relevant professional experience, substantial enterprise incident management experience, a bachelor's degree or equivalent professional experience, and strong ServiceNow Incident Management functional expertise.