Join EY and contribute to building a better working world. This role is crucial for managing and resolving high-impact incidents, ensuring minimal business disruption.

As a Major Incident Manager, you will lead the charge in coordinating responses to critical outages, maintaining clear communication with stakeholders throughout the incident lifecycle.

If you possess strong IT service management expertise, exceptional problem-solving abilities, and thrive under pressure, this challenging yet rewarding position awaits you.

Lead the entire incident management process from detection through resolution and post-incident review. Coordinate effectively with IT teams, business units, and external vendors to manage major incidents. Ensure clear and timely communication with all management levels and stakeholders during critical events. Produce high-quality, zero-defect incident and outage communications. Maintain meticulous records of all incidents according to EY's policies and procedures. Develop and implement the Major Incident Management Plan, ensuring adherence during actual incidents. Conduct thorough post-incident analyses to identify root causes and implement preventative measures. Collaborate across all levels to resolve high-impact incidents within Service Level Agreements (SLAs). Escalate and engage necessary support resources in line with EY's Major Incident Management protocols.

A minimum of 10 years of experience in Major Incident or Outage Management is essential. A robust understanding of IT Service Management (ITSM) principles and practices is required. Demonstrate a proven history of successfully managing and resolving major incidents within complex IT environments. Exceptional communication, leadership, and interpersonal skills are vital for this role. Ability to analyze intricate situations and make swift, sound decisions is key. Familiarity with IT infrastructure, networking, and application systems is necessary. Proficiency in ITIL processes and best practices is expected. Experience with ServiceNow's Incident and Major Incident Management modules is beneficial.

Mandatory requirements include willingness to work in a 24x7 rotating shift model, including nights, weekends, and holidays. This is a full-time, onsite role based in Kochi. On-call availability for high-priority incidents is also required.

A Bachelor’s degree in Computer Science, Information Technology, or a related field is required. ITIL Foundation certification is mandatory, with intermediate ITIL certification preferred.