Service Process Lead_Senior Incident Manager

Fujitsu; Dadri; Hybrid; INR 1,800,000 - 2,400,000; Full time

Job summary

Fujitsu is seeking a Senior Incident Manager to lead the end-to-end Incident Management function for a large account. You will drive rapid service restoration, stakeholder communications, and SLA governance while maintaining hands-on involvement in the ITSM platform.

You will oversee Service Desk, resolver groups, and suppliers, ensuring proactive incident handling, performance reporting, and continuous improvement across global delivery teams.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 7+ years of IT Service Management experience with Incident Management in enterprise environments.
• Proven ability to own and govern end-to-end Incident Management processes.
• Strong ITIL knowledge including Major Incident, Change, Problem and Continual Service Improvement.

Responsibilities

• Own and govern the Incident Management process end-to-end across all support teams and suppliers.
• Ensure adherence to ITIL policies, procedures, and service levels.
• Lead and participate in regular service reviews, backlog reviews, and performance discussions.
• Coordinate cross-functional teams and act as primary escalation point for high-priority incidents.
• Define and report on Incident Management KPIs, SLAs, and service health indicators.

Skills

ITIL

Incident Management

Stakeholder Management

Leadership

Analytical Skills

Communication

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Xurrent/4me

ServiceNow

Job description

Job Location: Pune, Noida

Location Flexibility: Multiple Locations in Country

Req Id: 9301

Posting Start Date: 8/25/26

At Fujitsu, we've been driven to create a sustainable world through innovation since 1935. Today, we lead in digital transformation globally with our 130,000 employees across 50+ countries. We empower our diverse community to achieve greatness through career development and opportunities. Explore our internal positions and join us in shaping a brighter future. Thank you for being a part of Fujitsu. We look forward to growing together toward a brighter future.

Job Role:

Senior Incident Manager

GRF Title:

Service Process Lead - 11

Job Type:

Full-time

Job Summary

We are seeking a highly experienced and hands-on Senior Incident Manager to lead and govern the Incident Management function across a big account in the organization. The successful candidate will be accountable for the end-to-end Incident Management process, ensuring rapid service restoration, effective stakeholder communication, SLA compliance, operational excellence, and continual service improvement.

The role requires a strong ITIL Incident Management practitioner who can drive accountability across Service Desk teams, resolver groups, and service delivery stakeholders while maintaining hands‑on involvement within the ITSM platform. The individual will act as the primary escalation point for incident-related service concerns and will be responsible for improving service stability, customer satisfaction, and operational performance.

Key Responsibilities

• Incident Management Ownership & Governance
• Own and govern the Incident Management process end-to-end, ensuring effective execution across all support teams and suppliers.
• Ensure adherence to Incident Management policies, procedures, standards, and ITIL best practices.
• Drive operational governance through regular service reviews, backlog reviews, aging incident reviews, and performance discussions.
• Establish and maintain accountability across Service Desk, resolver groups, and third‑party suppliers.
• Incident Operations & Service Restoration
• Ensure timely restoration of services while minimizing business impact and service disruption.
• Oversee the complete incident lifecycle, including logging, categorization, prioritization, assignment, escalation, resolution, recovery, and closure.
• Proactively manage incident queues, SLA risks, aging incidents, backlog, and operational performance.
• Act as the primary escalation point for high-priority incidents, service risks, and customer concerns.
• Coordinate cross‑functional teams to drive incident resolution and service recovery.
• Service Integration & Stakeholder Management
• Act as the central point of coordination between Service Desk, resolver teams, suppliers, service delivery teams, and business stakeholders.
• Drive accountability and performance across internal and external support organizations.
• Provide timely and effective communication to customers, leadership teams, and key stakeholders regarding incident status, risks, and recovery actions.
• Manage customer escalations and ensure appropriate actions are taken to restore confidence and service quality.
• Performance Management & Reporting
• Define, monitor, and report on Incident Management KPIs, SLAs, operational metrics, and service health indicators.
• Analyse incident trends, recurring issues, backlog, and service risks to identify improvement opportunities.
• Produce regular operational and management reports with actionable insights and recommendations.
• Ensure data quality, reporting accuracy, and process compliance within the ITSM platform.
• Continual Service Improvement
• Drive Service Improvement Plans (SIPs) and corrective actions arising from incident reviews, customer feedback, audits, and performance trends.
• Identify recurring incident patterns and work with Problem Management teams to drive root cause elimination and service stability improvements.
• Support Root Cause Analysis (RCA) activities and ensure corrective and preventive actions are tracked to completion.
• Promote automation, operational excellence, and process optimization initiatives to improve service performance and customer experience.
• ITSM Tool & Operational Excellence
• Maintain a hands‑on presence within the ITSM platform to monitor operational performance and service health.
• Utilize Xurrent (formerly 4me) or equivalent ITSM tools for incident management, reporting, dashboards, workflow management, and SLA monitoring.
• Ensure accurate incident records, categorization, prioritization, and data integrity.
• Support process enhancements and tooling improvements to improve operational effectiveness.
• Leadership & Capability Development
• Lead, coach, and mentor Incident Management personnel.
• Promote a culture of ownership, accountability, customer focus, and continuous improvement.
• Provide guidance and training on Incident Management processes, governance, and best practices.
• Support organizational process maturity and service management capability development.

Required Skills & Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• 7+ years of experience in IT Service Management, including significant experience in Incident Management within enterprise or managed services environments.
• Proven experience owning and governing Incident Management processes end-to-end.
• Strong practical experience in ITIL Incident Management, including service restoration, prioritization, escalation management, SLA governance, backlog management, and continual service improvement.
• Strong understanding of ITIL Service Management processes, including Major Incident Management, Problem Management, Change Management, Knowledge Management, and Continual Service Improvement.
• Experience leading Incident Management teams and driving operational governance activities.
• Demonstrated experience managing customer escalations, supplier performance, and cross‑functional service delivery teams.
• Strong analytical skills with experience performing trend analysis, service reporting, KPI management, and improvement planning.
• Excellent communication, stakeholder management, presentation, and influencing skills.
• Strong organizational skills with the ability to manage multiple priorities and competing demands.
• ITIL Foundation certification (ITIL 4 or ITIL Version 5).

Desirable

• Hands‑on experience with Xurrent (formerly 4me). Experience with ServiceNow or equivalent enterprise ITSM platforms will also be considered.
• Advanced ITIL certifications such as ITIL Managing Professional, ITIL Strategic Leader, ITIL Practice Manager, ITIL Master, SIAM Foundation, or equivalent Service Management certifications.
• Experience in global managed services and multi‑supplier environments.
• Familiarity with Microsoft 365, Azure, networking, servers, virtualization, and security services.
• Experience driving Service Improvement Plans (SIPs), operational excellence initiatives, process maturity programs, and automation opportunities.
• Experience facilitating Root Cause Analysis (RCA) activities and collaborating with Problem Management teams to drive permanent resolution of recurring issues.

Relocation Supported: No

Visa Sponsorship Approved: No

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.