Job Title: Consultant | ITSM | Bengaluru | Technology Strategy & Transformation
Consulting
Technology: ITSM | Consultant
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Job Description: Major Incident Manager
Location: Bangalore/Delhi Job Type: Full-time Level: Analyst / Consultant
About the Role
As a Major Incident Manager at Deloitte, you will be responsible for leading the response to critical IT incidents for high profile clients that have significant business impact. You will coordinate cross-functional technical teams, manage stakeholder communication, and drive incidents to swift resolution while maintaining process compliance, defined service levels and operational excellence.
Key Responsibilities:
• Own and lead Major Incident bridge calls, ensuring structured communication, timely escalations, and effective technical engagement.
• Coordinate recovery actions by working closely with infrastructure, application, and vendor teams.
• Communicate clearly and consistently with business stakeholders, service owners, and leadership teams during and after incidents.
• Follow ITIL-aligned Service Management practices, including Change, Problem, and Incident Management processes.
• Drive root cause analysis (RCA) and contribute to post-incident reviews (PIR), ensuring lessons learned and continuous improvements.
• Monitor incident trends, recurring issues, and systemic gaps, proactively recommending preventive measures.
• Collaborate with Key stakeholders liaising with MIM Process like Cybersecurity, Service Desk, and third-party support teams to enhance operational resilience.
• Identify & Participate in process improvement, compliance audits, and operational reviews related to incident management.
Key Requirements:
• Proven experience in Major Incident Management within enterprise IT environments.
• Strong knowledge of ITIL practices, particularly Incident, Problem, and Change Management.
• Excellent ability to lead recovery calls, manage high-pressure situations, and drive consensus.
• Experience coordinating with global support teams, vendors, and business stakeholders.
• Strong verbal, written, and executive communication skills.
• Familiarity with tools like ServiceNow, Remedy, or similar ITSM platforms.
• Certifications in ITIL4, ServiceNow, or similar frameworks preferred.
• Solid understanding of ITSM/ITIL processes and their operational integration.
• Ability to manage cadence calls, prepare executive presentations, and Excel-based reporting for incident summaries and KPIs.
• Ability to perform ITSM/ITIL process assessments, provide recommendations, and drive process improvements is an added advantage.
Desired qualifications
Bachelor’s degree or higher in computer science or related field.
Location and way of working
· Base location: Bangalore/Delhi
How you’ll grow
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