Job Title:  Team Lead | ITSM | Bengaluru | TECH STRATEGY & TRANSFORMATION

Team Lead | ET&P – TS&T | ITSM

Location: Bangalore

Job Type: Contract

Duration: 3 Months for now and extension based on Client Contract Extension

The team

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Your work profile

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.

• 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 skills required

• Education -  Any Bachelor’s or Master’s degree
• 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.