Service Process Lead_Senior Incident Manager

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 In