Job Requisition: Lead, Incident Governance & Reporting
Position Information
Job Title: Lead, Incident Governance & Reporting
Job Level: C-13
Department: Foundational Services - Production Operations
Location: Chennai, India
Position Summary
The Lead, Incident Governance & Reporting is a critical role within the Technology Incident Optimization program, responsible for establishing and maintaining the oversight framework that ensures incident reduction initiatives are data-driven, compliant, and effectively tracked. This position will lead all governance and reporting responsibilities, focusing on ensuring all incident reduction activities adhere to enterprise standards and guiding principles while maintaining comprehensive audit trails and stakeholder transparency.
The successful candidate will be instrumental in achieving the program's goal of reducing and optimizing system event-generated incidents through meticulous governance, rigorous change control, and data-driven reporting.
Must to have 10-16 years of relevant experience into Incident Governance, Compliance, Reporting, Analytics, Project Management, Risk Management etc
Key Responsibilities
Governance & Compliance: Establish and enforce a robust governance framework for all event management optimization activities. Manage change control, approval workflows, and audit trails, ensuring all initiatives adhere to guiding principles like "Business Impact Avoidance First" and "Observability Preservation."
Reporting & Analytics: Define, implement, and continuously monitor Key Performance Indicators (KPIs) for the program. Produce comprehensive dashboards and reports for all levels of stakeholders, providing actionable insights into program progress, impact, and trends.
Project & Risk Management: Ensure accountability for tracking all program-aligned projects and initiatives using enterprise project management platforms. Identify, assess, and mitigate risks associated with incident reduction efforts in collaboration with program leadership.
Stakeholder Management & Communication: Serve as a key liaison between technical, operational, and leadership teams. Manage program enablers from partner organizations, plan and communicate changes to all stakeholders, and facilitate transparent communication of program status, risks, and achievements.
Required Qualifications
Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
Experience: A minimum of 5+ years of progressive experience in IT Operations, Service Management, IT Governance, or Program Management within large enterprise environments. Proven track record of defining and reporting on KPIs for complex IT programs and experience establishing governance frameworks.
ITSM & Governance: In-depth understanding of IT Service Management (ITSM) processes, the ITIL framework (particularly Event, Incident, and Change Management), and change control procedures.
Data Analysis & Visualization: Strong proficiency in using data visualization and analytics tools to translate complex technical data into business insights.
Project Management: Advanced proficiency in using enterprise project management and collaboration tools for tracking, reporting, and documentation.
Technical Familiarity: Familiarity with the concepts of modern event management, AIOps, and automation platforms. Basic knowledge of a scripting or query language for data analysis is preferred.
Analytical & Business Skills: Exceptional analytical, problem-solving, and risk management capabilities with a strategic mindset and a strong commitment to documentation and auditability.
Communication & Interpersonal Skills: Excellent communication and presentation skills with the ability to articulate complex information to diverse audiences, influence without direct authority, and build consensus across cross-functional teams.
Preferred Qualifications
An advanced degree in a relevant technical field.
Relevant industry certifications (e.g., ITIL, PMP, CRISC).
Experience with AIOps platforms, event correlation technologies, and automation frameworks.
Experience in financial services or other highly regulated industries.
Familiarity with CMDB structures, topology mapping, and modern observability platforms.
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Job Family Group:
Technology------------------------------------------------------
Job Family:
Infrastructure------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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Citi Chennai, Tamil Nadu, IND Office
C P Ramaswamy Road, Chennai, Tamil Nadu, India, 600018
