Senior Associate, IT Service Management - Incident Management

Job Title: Senior Associate, IT Service Management - Incident Management Team: Incident Management Response Team Role Overview: KPMG is currently seeking an Senior Associate, IT Service Management (Incident Management) to join our KPMG Technology organization as a critical member of the Incident Management Response Team. In this role, you will be pivotal in driving the ITIL Incident Management process, with the primary objective of restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations.

Summary of Duties: As an ITIL-aligned Incident Manager, you will serve as the command-and-control leader during critical IT disruptions. You will oversee the end-to-end incident lifecycle (logging, categorization, prioritization, escalation, resolution, and closure) to ensure adherence to agreed-upon Service Level Agreements (SLAs). You will coordinate cross-functional technical and security teams during critical bridge calls for Major Incidents (MIM), act as the central point of communication for IT and business leadership, and ensure seamless transition of resolved incidents into the Problem Management process for Root Cause Analysis (RCA).

Key Responsibilities: ITIL Incident Response: Manage the entire incident management lifecycle in alignment with ITIL best practices. Lead the Major Incident Management (MIM) process, driving rapid triage, escalation, and resolution during high-priority outages. Issue Tracking & Documentation: Meticulously log, categorize, and prioritize all incidents within the ITSM toolset. Maintain comprehensive documentation for all outages and conduct Post Incident Reviews (PIRs) with resolving groups to facilitate the transition to Problem Management.

Communications: Ensure timely, accurate, and appropriate communications are drafted and distributed to IT and business leadership, keeping all stakeholders thoroughly advised of the incident status, mitigation steps, and business impact.

Cross-Functional Collaboration: Work closely and effectively with various IT teams, security personnel, and upper management to coordinate response efforts and ensure proper functional and hierarchical escalations. Continual Service Improvement (CSI): Actively participate in regular assessments of incident management processes and metrics (e.g., MTTR, SLA compliance) to ensure they remain well-documented, sustainable, highly effective, and scalable.

Communication and Interpersonal Skills: Excellent Written & Verbal Communication: Clear, concise, and structured written and verbal communication skills. Presentation & Meeting Facilitation: Strong presentation skills and proven ability to lead and facilitate highly technical meeting environments, bridge lines, and post-incident reviews.

Stakeholder Management: Proven ability to communicate effectively and adapt messaging for various audiences, including technical teams, organizational leadership, and business stakeholders.

Qualifications: Experience: 2-5 years of experience working within IT operations or service management, with demonstrated experience leading and running technical bridge calls during major incidents across various infrastructure stacks (including applications, hypervisors, compute, storage, and networking).

ITIL Expertise: Understanding and practical application of ITIL Incident Management processes, Major Incident Management, Business Continuity. (ITIL v3 or v4 Foundation Certification highly preferred).

Operational Readiness: Hands-on experience working within a fast-paced, 24x7 IT operations environment.

Technical Proficiency: Demonstrated, hands-on experience utilizing enterprise ITSM (IT Service Management) (e.g., ServiceNow).

Education: Bachelor's Degree from an accredited college/university or equivalent practical work experience.