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. Shift timing* 24/7 rotational shifts, including nights, weekends and public holidays as rostered Responsibilities & Duties* • Act as incident commander for major incidents during assigned 24/7 shifts, validating severity and business impact, initiating the bridge or war room, mobilizing resolver teams and maintaining clear action ownership until service is restored and stabilized. • Execute the global Incident and Major Incident Management procedures, controls, communication standards and escalation paths defined by the Senior Senior Lead Associate – ITSM Major Incident Manager / Process Owner. • Assess and communicate impact to critical insurance services, customers or policyholders, business operations, colleague productivity, data availability, cybersecurity and resilience, based on verified information. • Coordinate application, infrastructure, cloud, network, digital workplace, cybersecurity, service desk and supplier teams across regions without assuming technical-resolution ownership. • Maintain an effective incident cadence: confirm priorities, challenge delays, track actions and decisions, manage handovers and escalate resource or decision barriers promptly. • Issue timely, accurate and audience-appropriate stakeholder communications, including operational updates, executive summaries, restoration notices and handover records. • Maintain complete ServiceNow major-incident records, including chronology, impact and urgency, affected service/CI, actions, decisions, ownership, communications, restoration and closure evidence. • Ensure follow-the-sun handovers preserve context, priorities, outstanding actions, risks, communication commitments and decision ownership across shifts. • Support post-incident reviews by assembling evidence, documenting the timeline, identifying command or control lessons and tracking agreed actions; ensure root-cause investigation is routed to Problem Management and implementation actions to Change Enablement. • Monitor operational measures such as acknowledgement, communication and restoration performance, SLA/OLA adherence, recurrence, handover quality and record completeness; report exceptions to the process owner. • Coordinate appropriately during cyber or resilience events with the accountable security, continuity and business teams while maintaining disciplined incident command and information handling. • Support the Senior Senior Lead Associate – ITSM Major Incident Manager / Process Owner with simulations, playbooks, audit evidence, trend reviews, process health checks and the continual-improvement backlog. • Coach service desk, resolver and junior process colleagues on severity assessment, escalation, communication, swarming and major-incident record standards. Experience & Education* Mandatory: • Total professional experience: approximately 10 years, including significant relevant experience in enterprise Incident and Major Incident Management. • Demonstrated 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 while maintaining clear communications and records. • Practical ServiceNow Incident Management experience, including major-incident workflows, priority, service/CI context, assignment, communications, dashboards and audit history. • Experience working in 24/7, follow-the-sun, command-centre, NOC, service operations or equivalent high-availability environments. • Education: bachelor's degree or equivalent professional experience in technology, engineering, business operations or a related discipline. Preferred: • Experience in a GCC, shared-services or multinational organization and in insurance, financial services or another highly regulated industry. • Exposure to crisis exercises, operational resilience, observability, AIOps, ChatOps or service dependency mapping. Knowledge, Skill, ability • ITSM/process expertise: strong knowledge of ITIL 4 Incident Management, major-incident procedures, prioritization, escalation, swarming, Monitoring and Event Management, Service Level Management, Problem Management, Knowledge Management and Continual Improvement. • Incident command: establishes control quickly, distinguishes facts from assumptions, sets a clear cadence and maintains restoration focus in high-pressure, ambiguous situations. • Technical/platform capability: strong functional use of ServiceNow Incident Management and major-incident workflows, service/CI context, assignment and escalation, notifications, dashboards, reporting and audit history. • Business-impact judgement translates verified technical information into clear operational, customer, policyholder, security and resilience implications. • Stakeholder communication: produces concise, accurate updates for resolver teams, business leaders, service owners, suppliers and executives. • Differentiators: global command-centre experience, automated communications, observability integration, cyber-incident coordination or simulation facilitation. Essential requirement (non-negotiable) * • Approximately 10 years of total professional experience with substantial enterprise Incident and