Techops Insurance Incident Management Manager

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

• 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.
• You will also be responsible for driving  Service onboarding, Service Transition, Service operations using ITSM leading practices for products, applications and services delivered at EY.

Your Key Responsibilities

• Act as the single point of accountability for Incident Management across application systems
• Lead end-to-end management of major incidents (P1/P2) ensuring rapid service restoration and queue management and resolution for P3/P4 incidents
• Drive cross-functional coordination (application, infrastructure, network, cloud, vendors) through global war rooms and bridge calls
• Ensure clear, timely, and impact-focused communication to stakeholders, clients, and leadership
• Own and enforce SLA/KPI adherence, including effective prioritization, escalation, and resolution
• Govern 24x7 follow-the-sun incident model, ensuring seamless regional handoffs and continuity
• Operate within a Global Command Center / Control Tower model for standardized incident governance
• Manage stakeholder engagement with regular operational and executive-level updates
• Manage cross-tower dependencies to ensure end-to-end service restoration and stability
• 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)
• Proactively drive incident prevention using monitoring, early warning systems, and AIOps
• Partner with Change and Release Management to mitigate change-related risks
• Ensure blameless post-incident reviews (PIRs) with clear ownership and action closure
• Enforce vendor accountability aligned to SLAs, OLAs, and contractual commitments
• Champion ITIL-based ITSM best practices across the incident lifecycle
• Enable automation and operational excellence to improve reliability and efficiency
• Ensure cost control and prevention of service leakage
• Lead and coach teams to deliver outcomes through structured problem-solving and continuous improvement
• Standardize and enforce incident management processes across global entities and business units

Skills and attributes for success

As the Incident Manager with service transition exposure

• Major Incident Management (P1/P2 handling, war room leadership)
• Application Support Expertise (understanding app architecture, dependencies)
• Cross-Tower Coordination (app, infra, cloud, network integration)
• Stakeholder & Executive Communication (business impact articulation)
• ITIL / ITSM Process Expertise (Incident, Problem, Change alignment)
• SLA / KPI Management (MTTR, prioritization, escalation control)
• Incident Analysis & Trend Management (root cause patterns, recurrence reduction)
• Monitoring & Observability Tools (Dynatrace, AppDynamics, Splunk, etc.)
• AIOps & Automation Awareness (event correlation, self-healing concepts)
• Change & Release Risk Management (prevent change-induced incidents)
• Vendor Management (3rd-party coordination and accountability)
• Global Delivery Model Expertise (follow-the-sun operations)
• Runbook & SOP Governance (operational readiness)
• Problem-Solving & Decision-Making under Pressure
• Service Reliability & Resilience Mindset
• Experience with ITSM process tools such as ServiceNow (SNOW), BMC Remedy, JIRA, or equivalent tools
• Familiarity with Azure DevOps and GitHub
• Proficiency in MS PowerPoint, Excel and Visio

Ideally, you’ll also

• Hold relevant certifications (ITIL 4, PMP, PRINCE2, Lean Six Sigma)
• Possess working knowledge of enterprise application stacks (Java, .NET, SaaS platforms such as SAP, Salesforce, Guidewire, etc)
• Have experience with cloud environments (Azure, AWS, GCP, SAP Cloud)
• Contribute to service transition, delivery governance, and practice development
• Support financial governance, ensuring cost efficiency and value delivery
• Understand global outsourcing models and service delivery trends
• Demonstrate consulting capability in managing large-scale service engagements
• Exhibit strong people leadership and team development skills
• Ensure capability building and mentoring within the team
• Be adaptable to 24x7 global operations (shifts/on-call) •
• Define and enforce incident severity models and impact assessment standards across global entities
• Establish real-time incident visibility dashboards (command center view) for proactive decision-making
• Drive service resilience and reliability engineering alignment (error budgets, SLO awareness)
• Ensure knowledge management integration, enabling shift-left through known error databases (KEDB)
• Govern major incident communication templates and standards to ensure consistency across regions
• Enable capacity and surge planning for handling large-scale or concurrent incidents
• Ensure audit, compliance, and regulatory alignment in incident handling and reporting
• Drive customer experience (CX) focus, measuring business impact beyond technical resolution
• Act as escalation point for crisis situations impacting multiple business units or geographies

What we look for

• 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 muti-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
• Experience working in multiple industries preferably Insurance/Financial services/Banking domains
• Should have participated in large scale Service Transitions OR Service Design and has hands on experience in taking applications to Steady State in Mandatory for more than 3 clients.
• Hands-on experience in driving services to steady state (3+ clients)

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence? Apply today.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

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Successful candidates advance to a competency-based interview. If mutual interest persists, a job offer awaits.

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