Lead incident management delivery for large-scale application services, owning end-to-end resolution of major incidents and incidents across regions and towers.
Drive rapid service restoration through cross-functional coordination, ensuring minimal business impact and high service reliability.
Govern follow-the-sun operations, supporting service onboarding, transition, and steady-state stability in complex global environments.
Leverage ITSM, automation, and AIOps to enhance service performance, prevent incidents, and deliver continuous improvement aligned to business outcomes.
Collaborate with stakeholders, leadership, and vendors to deliver resilient services, driving service excellence, operational efficiency, and overall value realization.
Manage stakeholder engagement with regular operational and executive-level updates.
Support service onboarding, transition, and stabilization, proactively managing operational risks.
Maintain runbooks, SOPs, and operational readiness frameworks.
Drive continuous improvement through incident trend analysis, problem management integration, reduction of repeat incidents, optimization of service performance metrics (e.g., MTTR, efficiency).

Bachelor’s degree in Computer Science, IT, or related field
Strong experience in Global Incident / Major Incident Management within large-scale, multi-tower environments
Proven expertise in ITIL / ITSM processes (Incident, Problem, Change Management)
Hands-on understanding of enterprise applications (Java, .NET, SaaS platforms)
Experience with cloud platforms (Azure, AWS, GCP) and distributed systems
Demonstrated ability to lead high-severity incidents (P1/P2) and drive rapid resolution
Strong stakeholder management and executive communication skills
Experience working in 24x7 global delivery models (follow-the-sun)
Ability to manage cross-functional teams and third-party vendors
Strong analytical and problem-solving capabilities with focus on continuous improvement
Exposure to automation, monitoring, and AIOps practices
Proven leadership and team management experiences
Managed multi-year SOW with contract value ranging from 1-5 million USD per year
Managed a reasonably sized team (20-30 FTEs) across locations, in an onshore-offshore model

TechOps Manager – Insurance Incident Management

Key skills