Incident Management Manager - Insurance Technology Operations

Job Description

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 efficiencyAdditionally, 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 situationsTo 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 toolsAt 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 efficiencyAdditionally, 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 situationsTo 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

Keyskills :
Major Incident ManagementVendor ManagementApplication Support ExpertiseCrossTower CoordinationStakeholderExecutive CommunicationITILITSM Process ExpertiseSLAKPI ManagementIncident AnalysisTrend ManagementMonitoringObservability ToolsAIOpsAutomati