Major Incident Management Process Lead

3 days ago

Bengaluru, Karnataka, India Unilever Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Title :Major Incident Management Process Lead

Work Level: 2C

Reports to: John Hudson

Location: India

PURPOSE OF THE ROLE

To co-ordinate and lead the response to major IT & Cyber incidents - those that cause significant disruption to services, impact large numbers of users, or pose serious risks to business continuity. Governs a process to restore normal service operation as quickly as possible while minimising the impact on the business.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

  • Process Ownership & Governance

  • Govern a joint operations Major Incident Management (MIM) process, between Tech & Cyber ensuring it aligns with ITIL/Cyber best practices and organisational needs. Providing a 365 24/7 service.

  • Define and enforce process standards, policies, and procedures.
  • Ensure compliance with regulatory and audit requirements related to incident handling.

  • Continuous Improvement

  • Identify opportunities to optimise the MIM process through metrics, feedback, and post-incident reviews.

  • Lead initiatives to improve response times, communication flows, and resolution effectiveness.
  • Collaborate with Problem Management and Service Improvement teams to address recurring issues.

  • Stakeholder Engagement

  • Own the primary liaison function between technical teams, CDIOs & business units, In-Market teams, and leadership during major incidents.

  • Ensure stakeholders are informed and engaged throughout the incident lifecycle.
  • Facilitate post-incident reviews with relevant parties to capture lessons learned and drive accountability.

  • Training & Awareness

  • Develop and deliver training programs for incident responders and stakeholders.

  • Promote awareness of the MIM process across the organisation to ensure consistent understanding and execution.

  • Tooling & Automation

  • Work with ITSM platform owners to ensure the incident management tools support the process effectively.

  • Drive automation and integration of alerting, escalation, and reporting mechanisms.

  • Performance Monitoring & Reporting

  • Define and track KPIs & SLAs related to major incident handling (e.g., time to resolution, number of incidents, stakeholder satisfaction).

  • Produce regular reports & dashboards for leadership and service owners.
  • Use data to identify trends and inform strategic decisions.
  • Crisis Management Support
  • Support or lead joint crisis response efforts between Tech & Cyber (e.g., cyberattacks, data breaches, major operational issues).

Ensure alignment with Business Continuity and Disaster Recovery plans

EXPERIENCES & QUALIFICATIONS

  • 5-10+ years' experience in IT operations, service management, or cybersecurity roles – ITIL v4 & Cyber certification (e.g., GCIH) desirable.
  • Understanding of IT & Cyber operation and incident response frameworks
  • Proven track record of managing major incidents in enterprise environments.
  • Experience of leading global virtual teams and communicating with, and managing, senior stakeholders

KEY INTERACTIONS

  • Tech & Cyber leadership
  • IT Service Owners, Product Owners, Family/Domain Owners
  • Cyber Security Operations & Response teams
  • Vendors & technical teams
  • CDIOs and In-Market teams
  • Partner ITSM teams

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