Manager - Major Incident Management in IT Service Management

IN_Manager_TSM - Major Incident_Application Technology_Advisory_Hyderabad

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Manager

Job Description & Summary

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives.

As a business application consulting generalist at PwC, you will provide consulting services for a wide range of business applications. You will leverage a broad understanding of various software solutions to assist clients in optimising operational efficiency through analysis, implementation, training, and support.*Why PWCAt PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. "

Job Description & Summary: A career within Enterprise Architecture services, will provide you with the opportunity to bring our clients a competitive advantage through defining their technology objectives, assessing solution options, and devising architectural solutions that help them achieve both strategic goals and meet operational requirements. We help build software and design data platforms, manage large volumes of client data, develop compliance procedures for data management, and continually researching new technologies to drive innovation and sustainable change.

Responsibilities:

Lead the Major Incident Management process to ensure rapid identification, escalation, and resolution of critical IT incidents, minimizing business disruption.

Serve as the primary escalation point, coordinating technical teams, vendors, and business units during major incidents.

Communicate effectively with both technical teams and business stakeholders, translating technical issues into business impact.

Drive post-incident reviews and root cause analysis to enhance service reliability and prevent future incidents.

Collaborate with other ITSM functions to ensure seamless process integration and continuous improvement.

Provide incident metrics and reports to senior management to support informed decision-making.

Mentor and guide junior team members to build a strong incident management capability.

Promote automation and process improvements to optimize incident response and management.

Mandatory skill sets:

Must Have Skills:

Hands-on experience managing Major Incident Management in complex enterprise IT environments.

Proven ability to lead incident response activities that effectively minimize disruption and support business continuity.

Proven experience in at least two other ITIL ITSM modules such as: Change Management, Problem Management, Service Request Management, Configuration Management, Knowledge Management etc.

Strong business acumen with demonstrated ability to align IT incident management processes to meet organizational objectives and drive business value.

Excellent communication skills, able to effectively liaise between technical teams and senior business stakeholders.

Deep understanding of ITIL framework, especially Incident, Problem, and Change Management.

Experience with ITSM toolsets such as ServiceNow (must), BMC Remedy, or comparable platforms.

Demonstrated leadership skills, including team management, mentoring, and stakeholder engagement in a high-pressure environment.

Strong analytical and problem-solving capabilities with a proactive approach to issue resolution.

Preferred skill sets:

ITSM certifications are good to have.

Years of experience required:

8 to 12 Years

Education qualification:

B.E. / B.Tech / MCA/ M.E/ M.TECH/ MBA/ PGDM. All qualifications should be in regular full-time mode with no extension of course duration due to backlogs

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: MBA (Master of Business Administration), Bachelor of EngineeringDegrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

IT Service Management (ITSM)

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Reasoning, Analytical Thinking, Application Software, Business Data Analytics, Business Management, Business Technology, Business Transformation, Coaching and Feedback, Communication, Creativity, Documentation Development, Embracing Change, Emotional Regulation, Empathy, Implementation Research, Implementation Support, Implementing Technology, Inclusion, Intellectual Curiosity, Learning Agility, Optimism, Performance Assessment {+ 21 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date

April 6, 2026

Experience Level

Mid Level