Senior Engineer - Incident Management

Responsibilities

• Own and chair major incident bridge calls, driving technical and vendor teams toward rapid resolution.
• Manage the end-to-end incident lifecycle, including identification, triage, classification, and documentation in ServiceNow.
• Coordinate across infrastructure, application, network, and cloud teams to ensure accountability and engagement.
• Draft and distribute timely incident notifications and executive-level status updates to stakeholders.
• Lead post-incident reviews (PIRs) to facilitate blameless root cause analysis and drive permanent fixes.
• Identify recurring incident patterns and contribute to the refinement of incident runbooks and response playbooks.

Requirements

• 6+ years of experience in IT operations or infrastructure support.
• Proven track record of commanding P1/major incident bridge calls in high-pressure environments.
• Hands-on experience with ServiceNow for incident management, dashboards, and reporting.
• Strong working knowledge of ITIL incident and problem management frameworks.
• Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience.
• Excellent verbal and written communication skills, with the ability to translate technical impact into business language.

Preferred Qualifications

• ITIL Foundation certification (v3 or v4).
• Experience in large, complex enterprise environments with global infrastructure scope.
• Familiarity with cloud infrastructure (AWS, Azure, or GCP) and hybrid environments.
• Experience with major incident notification tooling such as PagerDuty or OpsGenie.
• Background in financial services or the insurance industry.

Benefits

• Comprehensive health, dental, and vision coverage.
• Flexible work options and a hybrid work environment.
• Savings and investment plans including Corporate NPS and Employee Stock Purchase Plans (ESPP).
• Upskilling opportunities through education reimbursement and certification programs.
• Employee Assistance Program (EAP) and wellness campaigns.

About the Company

Chubb is a world leader in insurance, providing commercial and personal property and casualty insurance across 54 countries. At Chubb India, we are undergoing a digital transformation driven by engineering excellence and a commitment to innovation. We foster a start-up mindset within a global organization, empowering our team of talented professionals to solve real-world challenges in a collaborative and inclusive environment.