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Lead, Incident Governance and Reporting

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Citi

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Location:
India , Chennai

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • Establish and enforce a robust governance framework for all event management optimization activities
  • Manage change control, approval workflows, and audit trails
  • Define, implement, and continuously monitor Key Performance Indicators (KPIs) for the program
  • Produce comprehensive dashboards and reports for all levels of stakeholders
  • 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
  • Serve as a key liaison between technical, operational, and leadership teams
  • Manage program enablers from partner organizations
  • Plan and communicate changes to all stakeholders
  • Facilitate transparent communication of program status, risks, and achievements

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field
  • 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
  • In-depth understanding of IT Service Management (ITSM) processes, the ITIL framework (particularly Event, Incident, and Change Management), and change control procedures
  • Strong proficiency in using data visualization and analytics tools to translate complex technical data into business insights
  • Advanced proficiency in using enterprise project management and collaboration tools for tracking, reporting, and documentation
  • 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
  • Exceptional analytical, problem-solving, and risk management capabilities with a strategic mindset and a strong commitment to documentation and auditability
  • 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

Nice to have:

  • 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

Additional Information:

Job Posted:
March 13, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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