Sr Service Manager

Target; Bengaluru; On-site; INR 2,500,000 - 3,500,000; Full time

Job summary

Target is seeking a Sr Service Manager- Major Incident Management to lead the end-to-end response to high-impact technology incidents across Target’s ecosystem. You will act as the central point of coordination during major incidents, uniting engineering, infrastructure, product, operations and business teams to rapidly assess impact, set priorities, drive decisions, and restore services.

This role requires strong leadership under pressure, technical curiosity, excellent judgment, and the

Qualifications

• 7–12 years of relevant experience.
• Ability to lead end-to-end major incident responses.
• Ability to translate complex tech issues into clear actions.

Responsibilities

• Lead major incident response from detection to closure.
• Establish command during significant incidents and coordinate responders.
• Assess impact, set priorities, escalate when needed, and drive restoration.
• Deliver clear incident communications to stakeholders and leaders.
• Facilitate incident bridges and ensure structured, focused discussions.

Skills

Leadership under pressure

Incident management

Cross-functional coordination

Efficient communication

Tools

ServiceNow

Job description

About Us:

Target is one of the world's most recognized brands and a leading U.S. retailer. Behind the experiences our guests love is a technology organization focused on innovation, reliability, and delivering seamless experiences across stores, digital channels, supply chain, and enterprise platforms.

Target Tech plays a critical role in helping Target deliver on our purpose: to help all families discover the joy of everyday life-wherever and however they shop.

As part of the Reliability and Response Management team , you will help protect the reliability and resilience of Target's technology ecosystem by leading the response to significant and major technology incidents.

Pyramid Overview:

Infrastructure

The Infrastructure organization designs, delivers, and operates foundational technology platforms and services across Target, ensuring operational excellence, cost efficiency, and seamless technology experiences.

Reliability

Within Infrastructure, the Reliability organization strengthens technology resilience by embedding prevention, rapid recovery, and continuous learning into how we build and operate technology.

Our Reliability Teams

Reliability brings together specialized teams across Response Management , Reliability Engineering (Tools & Observability), Disaster Recovery , IT Service Management (ServiceNow Platform) , and Reliability Product to drive operational stability, service excellence, and continuous improvement across Target Tech.

About the Role:

As a Sr Service Manager- Major Incident Management , you will lead the end-to-end response to high-impact technology incidents affecting Target's guests, team members, operations, and business capabilities.

You will serve as the central point of coordination during major incidents, bringing together engineering, infrastructure, product, operations, and business teams to rapidly assess impact, establish priorities, drive decisions, and restore services.

This role requires strong leadership under pressure, technical curiosity, excellent judgment, and the ability to turn complex and rapidly changing information into clear actions and communications.

Beyond incident response, you will help strengthen Target's overall reliability by identifying recurring patterns, facilitating effective incident retrospectives, and partnering with teams to improve response practices and reduce future business impact.

Core Responsibilities

• Lead major incident response from detection and assessment through mobilization, mitigation, service restoration, and closure.
• Establish command and control during significant incidents by defining priorities, coordinating responders, maintaining focus, and driving the incident toward resolution.
• Assess business and technology impact to ensure incidents are appropriately prioritized and escalated.
• Drive timely decision-making by identifying blockers, clarifying ownership, escalating when necessary, and maintaining momentum throughout the response.
• Coordinate cross-functional response teams across engineering, infrastructure, networking, cloud, product, operations, and other technology and business partners.
• Maintain situational awareness by continuously gathering, validating, and synthesizing technical and business information throughout an incident.
• Deliver clear incident communications that provide stakeholders and leaders with timely, accurate, and actionable information.
• Facilitate incident bridges and response channels , ensuring discussions remain structured, focused, and aligned to restoration priorities.
• Lead effective transitions and handoffs during extended incidents to maintain continuity and response quality.
• Identify incident trends and systemic risks using operational data, recurring failure patterns, and lessons from previous incidents.
• Drive continuous improvement of incident-management processes, standards, tooling, documentation, and response practices.
• Partner with technology teams to strengthen operational readiness , including escalation paths, response procedures, documentation, and preparedness for critical events.
• Promote Target's Reliability Pillars and incident-management best practices across the technology organization.

Technology and Business Domains

You will work across a broad and interconnected technology landscape supporting areas such as:

• Stores and point-of-sale technologies
• Digital and guest-facing platforms
• Supply chain and fulfillment
• Merchandising and inventory systems
• Enterprise applications and services
• Cloud and Compute infrastructure
• Network and connectivity services
• Application and platform ecosystems
• Third-party and external technology dependencies

You do not need to be the technical expert in every domain. You do need the ability to quickly understand complex systems, ask effective questions, connect technical issues to business impact, and bring the right people together to solve problems.

About You

You bring: 7-12 years of relevant experience