Major Incident & Problem Lead

About the role

The Manager, Major Incident & Problem Management is accountable for the global leadership, governance, and continuous improvement of Major Incident and Problem Management across Global Delivery Centers (GDCs). This role leads and develops a globally distributed team of Senior Associate Major Incident and Problem Managers, ensures consistent execution of ITIL‑aligned practices, and serves as the process owner for Incident and Problem Management. The Manager partners closely with Service Owners, SRE, DevOps, Infrastructure, and Enterprise Systems teams to reduce service disruption, eliminate root causes of recurring incidents, and improve overall service reliability.

Responsibilities

• Global Leadership & People Management
• Provide line management, coaching, and performance management for Senior Associate Major Incident and Problem Managers across GDC locations.
• Establish global role standards, operating expectations, and coverage models for Major Incident and Problem Management.
• Build a high‑performing, follow‑the‑sun capability across regions to support global services.
• Drive skills development, certification readiness (e.g., ITIL), and succession planning within the function.
• Major Incident Management - Oversight & Governance
• Own the global Major Incident Management framework, ensuring consistent execution across regions and services.
• Define severity models, escalation paths, communication standards, and executive engagement protocols.
• Act as escalation point during high‑severity or executive‑impacting incidents, providing direction, decision support, and assurance.
• Ensure accurate, timely, and audience‑appropriate communications during major incidents, including executive summaries and post‑incident reporting.
• Partner with Service Owners, SRE, and DevOps leadership to improve service resilience and incident response maturity.
• Problem Management - Strategy & Execution
• Own and govern the global Problem Management process, including identification, prioritization, investigation, and remediation tracking.
• Ensure consistent and high‑quality Post Incident Reviews (PIRs) and root cause analyses.
• Drive accountability for permanent corrective actions and systemic fixes across technology teams.
• Leverage trend analysis, KPIs, and repeat‑incident data to identify improvement opportunities and risk areas.
• Champion the use of structured RCA methodologies (Five Whys, Fishbone, FMEA, Kepner‑Tregoe).
• Process Ownership, Metrics & Continuous Improvement
• Serve as global process owner for Incident and Problem Management within the IT Service Management framework.
• Define and maintain policies, procedures, standards, and controls aligned to ITIL best practices.
• Establish KPIs, SLAs, and maturity metrics; regularly report on performance, trends, and risks to senior leadership.
• Drive automation, tooling enhancements (e.g., ServiceNow), and integration with adjacent ITSM processes.
• Lead audits, assessments, and continuous improvement initiatives related to Incident and Problem Management.
• Stakeholder & Cross‑Functional Partnership
• Act as the primary liaison between GDC teams and global technology leadership for Major Incident and Problem Management.
• Collaborate with Enterprise Architecture, Infrastructure, Cloud, Digital Workplace, and Enterprise Systems teams to address systemic issues.
• Support executive, regulatory, and client‑driven inquiries related to major incidents and service stability.

Requirements

• Strong people leadership and global team management capabilities in a matrixed environment.
• Deep expertise in ITIL Incident and Problem Management, including governance and process ownership.
• Exceptional stakeholder communication skills, including executive‑level engagement.
• Ability to lead under pressure, make decisions with incomplete information, and provide calm, structured direction during crises.
• Strong

Additional Information

Techwave , we are always in an exercise to foster a culture of growth, and inclusivity. We ensure whoever is associated with the brand is being challenged at every step and is provided with all the necessary opportunities to excel in life. People are at the core of everything we do. Who are we? Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations. We believe in enabling clients to maximize the potential and achieve a greater market with a wide array of technology services, including, but not limited to, Enterprise Resource Planning, Application Development, Analytics, Digital, and the Internet of things (IoT). Founded in 2004, headquartered in Houston, TX, USA, Techwave leverages its expertise in Digital Transformation, Enterprise Applications, and Engineering Services to enable businesses accelerate their growth. Plus, we're a team of dreamers and doers who are pushing the boundaries of what's possible. And we want YOU to be a part of it. Job Description Role: Major Incident / Problem Manager - Assistant Manager Experience: 5 - 8 yrs Location: Hyderabad

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