Consultant | ITSM | Bengaluru | Technology Strategy & Transformation

Consultant 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 aMajor Incident Managerat Deloitte you willbe responsible forleading the response to critical IT incidentsfor high profile clientsthat have significant business impact. You will coordinate cross-functional technical teams manage stakeholder communication and drive incidents to swift resolution whilemaintainingprocess compliance defined servicelevelsand operational excellence.

Key Responsibilities

• Own and lead Major Incident bridge calls ensuring structured communicationtimelyescalations and effective technical engagement.

• Coordinate recovery actionsby working closely with infrastructure application and vendor teams.

• Communicate clearly and consistentlywith 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 withKey stakeholders liaising with MIM Process likeCybersecurity Service Desk and third-party support teamsto enhance operational resilience.

• Identify&Participatein process improvement compliance audits and operational reviewsrelated to incident management.

Key skills required:

• Proven experience inMajor Incident Managementwithin enterprise IT environments.

• Strong knowledge ofITIL practices particularly Incident Problem and Change Management.

• Excellent ability tolead recovery calls manage high-pressure situations and drive consensus.

• Experience coordinating withglobal support teams vendors and business stakeholders.

• Strong verbal written and executive communication skills.

• Familiarity with tools likeServiceNow Remedy or similar ITSM platforms.

• Certifications in ITIL4 ServiceNow or similar frameworkspreferred.

• Solid understanding ofITSM/ITIL processes and their operational integration.

• Ability to managecadence calls prepare executive presentations and Excel-based reportingfor incident summaries and KPIs.
• Educational Details-Any Bachelors