CSB /Lead – Incident Response / Navi Mumbai

Job Description:

Job Description
The Lead – Incident Response Team is responsible for overseeing the end-to-end management of technology incidents across the enterprise.
This role ensures rapid detection, containment, resolution, and root cause analysis of incidents affecting critical IT services.
The position requires strong leadership, technical acumen, and the ability to coordinate across multiple teams under pressure.
Responsibilities
Managerial Responsibilities:

1.Team Leadership & Development

Lead and mentor a team of incident response analysts and engineers.
Conduct performance reviews and identify skill development opportunities.
Promote a culture of ownership, agility, and continuous improvement.

2. Stakeholder Communication

Act as the primary liaison during major incidents, ensuring timely updates to senior leadership.
Facilitate cross-functional collaboration across business and technology units.

3. Governance & Compliance

Ensure adherence to incident management policies, ITIL standards, and regulatory requirements.
Participate in internal and external audits, ensuring complete and accurate documentation.

4. Strategic Planning

Define and evolve the incident response strategy in alignment with business continuity and disaster recovery plans.
Lead post-incident reviews and drive systemic improvements across the organization.

Functional Responsibilities:

1. Incident Detection & Response

Lead the triage, containment, and resolution of high-impact technology incidents.
Activate war rooms and coordinate rapid response efforts across teams.

2. Monitoring & Alerting

Oversee real-time monitoring tools and ensure effective alerting mechanisms.
Collaborate with observability teams to optimize thresholds and reduce alert fatigue.

3. Root Cause Analysis & Reporting

Conduct detailed post-incident investigations and root cause analysis.
Document incident timelines, impact assessments, and corrective actions.
Generate performance metrics and executive dashboards.

4. Tooling & Automation

Recommend and implement automation for incident detection and resolution.
Evaluate and integrate new tools to enhance response capabilities.

5. Collaboration & Coordination

Work closely with application, infrastructure, cybersecurity, and support teams.
Coordinate with external vendors and service providers during incidents.
Ensure seamless handoffs between L1, L2, and L3 support tiers.

Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree is preferred.

Preferred Skills:
Experience in managing incidents in hybrid cloud environments.
Familiarity with cybersecurity incident response frameworks.
Ability to work under pressure and lead cross-functional teams during crises.

Certifications such as ITIL, PMP, or SRE are a plus.

Min Exp: 10 years

Max Exp: 15 years

10+ years of experience in IT operations, incident management, or technology command center roles.