Senior Lead Associate - ITSM Major Incident Management

The Senior Lead Associate – ITSM Major Incident Manager is accountable for commanding major incidents and coordinating rapid, safe restoration of business-critical technology services within a 24/7 global operating model. Based in Pune, this experienced practitioner will work closely with the Senior Senior Lead Associate – ITSM Major Incident Manager / Process Owner, applying established Incident Management policy, severity criteria, communication standards and governance controls. The role leads cross-functional response through influence, provides clear business-impact and executive communications, and maintains disciplined ServiceNow records; technical resolver teams remain accountable for diagnosis and remediation.