Job Title:  Team Lead | ITSM | Bengaluru | Technology Strategy & Transformation

Team Lead | ET&P-TS&T | ITSM

• Location:  Bengaluru 
• Entity:  Deloitte Touche Tohmatsu India LLP

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. 

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 skills required: 

• 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. 
• Educational Details-Any Bachelors