Join EY and build a career in a global, inclusive environment. We are seeking a dedicated Major Incident Manager/Outage Manager to safeguard our organization's critical services. This pivotal role involves leading and coordinating the resolution of high-impact incidents, ensuring minimal business disruption.

Your expertise in IT service management and ability to perform under pressure are essential. If you possess the required skills, certifications, and are ready for a challenging yet rewarding opportunity, we encourage you to apply and contribute to building a better working world.

Lead the entire incident management lifecycle, from initial detection through to resolution and comprehensive post-incident analysis. Coordinate effectively with diverse IT teams, business units, and external vendors to ensure swift and successful management of major incidents. Maintain clear and concise communication with stakeholders at all organizational levels throughout major incident events. Produce high-quality, zero-defect incident and outage communications. Ensure all incidents are meticulously logged, tracked, and documented per EY's established policies and procedures. Develop, maintain, and ensure adherence to the Major Incident Management Plan during active incidents. Conduct thorough post-incident reviews to identify root causes and implement preventative measures. Collaborate with individuals across all levels to resolve high-impact incidents within agreed Service Level Agreements (SLAs). Escalate and engage appropriate support resources in line with EY's defined Major Incident Management process.

A minimum of 10 years of industry experience in Major Incident or Outage Management is essential. Demonstrate a strong understanding of IT Service Management (ITSM) principles and operational practices. Possess a proven history of successfully managing and resolving major incidents within complex IT environments. Exhibit excellent communication, leadership, and interpersonal skills for effective collaboration. Showcase the ability to quickly analyze complex situations and make decisive, sound judgments. Familiarity with IT infrastructure, networking concepts, and application systems is required. Proficiency with ITIL processes and best practices is a key requirement. Good working knowledge of the ServiceNow Incident and Major Incident Management modules is necessary. Candidates must be willing to work a 24x7 rotating shift model, including nights, weekends, and holidays. This role requires you to work exclusively from our Kochi office. Availability for on-call duties to respond to high-priority incidents is mandatory. A Bachelor’s degree in Computer Science, Information Technology, or a related field is required. ITIL Foundation certification is mandatory; intermediate ITIL certification is preferred.