Incident Management Lead

Role Summary: The Incident Management Lead will be responsible for overseeing and managing the entire lifecycle of IT incidents within PwC India's technology operations. This role is critical in ensuring the swift and effective resolution of incidents, minimizing business disruption, and driving continuous improvement in our incident management processes. The ideal candidate will have a strong understanding of ITIL frameworks and a proven track record in managing complex IT incidents within a large corporate environment.

Key Responsibilities:

• Develop, implement, and maintain robust incident management policies and procedures in alignment with ITIL best practices.
• Lead the incident response team, providing guidance, support, and coordination during major incidents.
• Ensure timely and accurate classification, prioritization, and resolution of all IT incidents.
• Facilitate and lead post-incident reviews (PIRs) to identify root causes and implement corrective actions.
• Monitor incident trends and performance metrics to identify areas for process improvement.
• Communicate effectively with stakeholders at all levels, providing regular updates on incident status and resolution.
• Manage and maintain the incident management toolset, ensuring its optimal performance and utilization.
• Collaborate with other IT service management functions (e.g., Problem Management, Change Management) to ensure seamless service delivery.