Senior Engineer - IT(Major Incident Manager)

Chubb; Hyderabad; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Chubb India is seeking an experienced Incident Manager for the Technology Operating Center. You will own end-to-end IT incident lifecycle, from detection to resolution and post-incident review, chair the bridge calls, and drive cross-functional teams to timely outcomes.

This hands-on role requires rapid prioritization, clear communication to technical teams and senior stakeholders, and the ability to operate across time zones.

Qualifications

• Bachelor’s degree in computer science, Information Systems, or related field.
• 5+ years in IT operations, infrastructure support.
• Experience managing major incident bridge calls.
• Strong written communication for incident notifications and reports.
• Ability to operate across time zones and coordinate globally.
• Insurance or financial services knowledge is a plus.

Responsibilities

• Own and chair major incident bridge calls, driving resolution and action items.
• Manage end-to-end incident lifecycle in ServiceNow with timelines and logs.
• Coordinate across infrastructure, application, network, and cloud teams.
• Oversee vendors and ensure SLAs are met and escalations handled.
• Draft and distribute incident notifications and executive summaries.
• Lead post-incident reviews and drive action closure.
• Coach junior staff on incident management practices.

Skills

Incident management

Bridge leadership

Verbal communication

ServiceNow

ITIL knowledge

Time zones

Education

Bachelor's degree

Tools

PagerDuty

OpsGenie

AWS

Azure

GCP

Job description

Chubb is a world leader in insurance. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb employs approximately 40,000 people worldwide. Additional information can be found at: www.chubb.com.

About Chubb India

At Chubb India, we are on an exciting journey of digital transformation driven by a commitment to engineering excellence and analytics. We are proud to share that we have been officially certified as a Great Place to Work® for the third consecutive year, a reflection of the culture at Chubb where we believe in fostering an environment where everyone can thrive, innovate, and grow

With a team of over 2500 talented professionals, we encourage a start-up mindset that promotes collaboration, diverse perspectives, and a solution-driven attitude. We are dedicated to building expertise in engineering, analytics, and automation, empowering our teams to excel in a dynamic digital landscape.

We offer an environment where you will be part of an organization that is dedicated to solving real-world challenges in the insurance industry. Together, we will work to shape the future through innovation and continuous learning.

• Job Title: Incident Manager
• Employment Type: Full Time

Role Overview :

Position Summary:

This is a hands‑on incident command role. As an Incident Manager in Chubb's Technology Operating Center (TOC), you will own the end‑to‑end lifecycle of IT incidents — from detection to resolution to post‑incident review. You will be the person who takes control of the bridge call, drives technical and vendor teams to resolution, and ensures the right people are engaged at the right time.

This is not a passive coordination role. We are looking for someone who can command a room (or a call), make rapid prioritization decisions under pressure, and communicate with clarity to both technical teams and senior stakeholders

What you will do

Incident Command & Bridge Leadership

• Own and chair all major incident bridge calls — taking command from the moment an incident is declared, driving technical teams toward resolution, and preventing call drift or confusion
• Apply a structured incident command approach: establish clear roles, maintain situational awareness, enforce time‑boxed actions, and elevate decisively when progress stalls
• Keep calls focused and productive — cut through noise, redirect off‑topic discussion, and ensure every participant knows their next action
• Determine when to elevate to management and lead that escalation with a clear, concise incident summary

Incident Lifecycle Management

• Identify, prioritize, triage, and classify incidents rapidly using defined severity criteria — independently making P1/P2 judgments without waiting for consensus
• Manage the full incident record in ServiceNow: accurate timelines, action logs, resolution steps, and closure documentation
• Coordinate across infrastructure, application, network, and cloud teams to ensure the right resolver groups are engaged and accountable
• Oversee vendor partners during incidents, holding them to SLA commitments and escalating internally when they fall short

Communication & Stakeholder Management

• Draft and distribute timely, accurate incident notifications and status updates to stakeholders — translating technical impact into business language
• Provide clear executive‑level summaries during P1 incidents, calibrating technical depth to the audience
• Maintain a communication cadence throughout the incident lifecycle, including proactive updates when resolution timelines shift

Problem Management & Continuous Improvement

• Lead post‑incident reviews (PIRs) for major incidents — facilitating blameless root cause analysis and driving clear action items to closure
• Identify recurring incident patterns and work with infrastructure teams on permanent fixes
• Track and report on incident KPIs and SLAs; proactively surface trends and areas of risk to TOC leadership
• Contribute to the development and refinement of incident runbooks, escalation paths, and response playbooks

Team & Process Ownership

• Act as the escalation point for TOC staff when incidents require management engagement
• Coach and develop junior team members on incident management practices, bridge call etiquette, and communication standards
• Maintain awareness of upcoming infrastructure changes and releases, proactively assessing potential incident risk

What we are looking for

• Proven track record commanding P1/major incident bridge calls — you have been the person running the call, not just attending it
• Ability to take charge in high‑pressure, ambiguous situations: you drive teams, not wait for consensus
• Strong verbal communication — clear, direct, and calm under pressure; able to control a call with competing voices
• 5+ years in IT operations or infrastructure support, with direct involvement in incident or problem management
• Hands‑on experience with ServiceNow (incident management, dashboards, reporting)
• Working knowledge of ITIL incident and problem management frameworks

Strongly Preferred

• ITIL Foundation certification (v3 or v4); Intermediate or Practitioner a plus
• Experience in large, complex enterprise environments with global infrastructure scope
• Familiarity with cloud infrastructure (AWS, Azure, or GCP) and hybrid on‑prem/cloud environments
• Experience with major incident notification tooling (PagerDuty, OpsGenie, or equivalent)
• Background in financial services, insurance, or other regulated industry environments

Behavioral Profile — What Great Looks Like in This Role

• Takes ownership without being asked — sees a gap, fills it
• Communicates with precision: no ambiguity about what is happening, what is being done, and by whom
• Stays composed when the bridge gets loud — de‑escalates tension while keeping urgency high
• Pushes back constructively when teams are stalling, deflecting, or off‑track
• Follow through: actions get closed, not just logged

This is not a monitoring‑and‑ticket‑routing role. If you are looking for a position where you respond to alerts and hand off to resolver teams, this is not the right fit. We need someone who leads from the front during incidents — commanding calls, making judgment calls, and driving resolution themselves.

Qualifications

Required Skills & Experience

• Bachelor’s degree in computer science, Information Systems, or equivalent practical experience
• 5+ years in IT operations, infrastructure support, or a related technical function
• Demonstrable experience managing or co‑managing major incident bridge calls (please be prepared to describe specific examples in interview)
• Strong written communication skills for incident notifications, executive summaries, and post‑incident reports
• Ability to operate across time zones; some out‑of‑hours availability required given Global
• Insurance or financial services domain knowledge is an advantage but not required.

Good to Have

• Exposure to AI‑driven quality engineering tools (Playwright MCP).
• Familiarity with AI/ML concepts or agentic AI automation frameworks.
• Cloud testing experience (AWS, Azure, or GCP).
• Performance testing exposure (JMeter, LoadRunner, k6).
• Security and compliance testing knowledge.

Soft Skills

• Strong analytical and problem‑solving skills.
• Excellent communication and collaboration abilities.
• Self‑motivated with a proactive approach to quality improvement.
• Mentorship and leadership in QA best practices.

Why Join Us?

• Be at the forefront of digital transformation in the insurance industry.
• Lead impactful initiatives that simplify claims processing and enhance customer satisfaction.
• Work alongside experienced professionals in a collaborative, innovation‑driven environment.

Why Chubb?

Join Chubb to be part of a leading global insurance company!

Our constant focus on employee experience along with a start‑up‑like culture empowers you to achieve impactful results.

• Industry leader: Chubb is a world leader in the insurance industry, powered by underwriting and engineering excellence
• A Great Place to work: Chubb India has been recognized as a Great Place to Work® for the years 2023‑2024, 2024‑2025 and 2025‑2026
• Laser focus on excellence: At Chubb we pride ourselves on our culture of greatness where excellence is a mindset and a way of being. We constantly seek new and innovative ways to excel at work and deliver outstanding results
• Start‑Up Culture: Embracing the spirit of a start‑up, our focus on speed and agility enables us to respond swiftly to market requirements, while a culture of ownership empowers employees to drive results that matter
• Growth and success: As we continue to grow, we are steadfast in our commitment to provide our employees with the best work experience, enabling them to advance their careers in a conducive environment

Employee Benefits

Our company offers a comprehensive benefits package designed to support our employees’ health, well‑being, and professional growth. Employees enjoy flexible work options, generous paid time off, and robust health coverage, including treatment for dental and vision related requirements. We invest in the future of our employees through continuous learning opportunities and career advancement programs, while fostering a supportive and inclusive work environment. Our benefits include:

• Savings and Investment plans: We provide specialized benefits like Corporate NPS (National Pension Scheme), Employee Stock Purchase Plan (ESPP), Long‑Term Incentive Plan (LTIP), Retiral Benefits and Car Lease that help employees optimally plan their finances
• Upskilling and career growth opportunities: With a focus on continuous learning, we offer customized programs that support upskilling like Education Reimbursement Programs, Certification programs and access to global learning programs.
• Health and Welfare Benefits: We care about our employees’ well‑being in and out of work and have benefits like Hybrid Work Environment, Employee Assistance Program (EAP), Yearly Free Health campaigns and comprehensive Insurance benefits.