TechOps Manager – Insurance Incident Management
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Job Description
Lead incident management delivery for large-scale application services at EY. Ensure service restoration and operational efficiency across global environments.
Responsibilities:
- Lead incident management delivery for large-scale application services, owning end-to-end resolution of major incidents and incidents across regions and towers.
- Drive rapid service restoration through cross-functional coordination, ensuring minimal business impact and high service reliability.
- Govern follow-the-sun operations, supporting service onboarding, transition, and steady-state stability in complex global environments.
- Leverage ITSM, automation, and AIOps to enhance service performance, prevent incidents, and deliver continuous improvement aligned to business outcomes.
- Collaborate with stakeholders, leadership, and vendors to deliver resilient services, driving service excellence, operational efficiency, and overall value realization.
- Manage stakeholder engagement with regular operational and executive-level updates.
- Support service onboarding, transition, and stabilization, proactively managing operational risks.
- Maintain runbooks, SOPs, and operational readiness frameworks.
- Drive continuous improvement through incident trend analysis, problem management integration, reduction of repeat incidents, optimization of service performance metrics (e.g., MTTR, efficiency).
Requirements:
- Bachelor’s degree in Computer Science, IT, or related field
- Strong experience in Global Incident / Major Incident Management within large-scale, multi-tower environments
- Proven expertise in ITIL / ITSM processes (Incident, Problem, Change Management)
- Hands-on understanding of enterprise applications (Java, .NET, SaaS platforms)
- Experience with cloud platforms (Azure, AWS, GCP) and distributed systems
- Demonstrated ability to lead high-severity incidents (P1/P2) and drive rapid resolution
- Strong stakeholder management and executive communication skills
- Experience working in 24x7 global delivery models (follow-the-sun)
- Ability to manage cross-functional teams and third-party vendors
- Strong analytical and problem-solving capabilities with focus on continuous improvement
- Exposure to automation, monitoring, and AIOps practices
- Proven leadership and team management experiences
- Managed multi-year SOW with contract value ranging from 1-5 million USD per year
- Managed a reasonably sized team (20-30 FTEs) across locations, in an onshore-offshore model
Benefits:
- Health and wellness packages
- Learning opportunities
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