T&T | Cyber: D&R | Associate Director | Incident Response & Handling | Bengaluru

• Job requisition ID : 102671 

• Location: Bengaluru

• Entity: Deloitte Touche Tohmatsu India LLP 

The team 

Deloitte helps organizations prevent cyberattacks and protect valuable assets. We believe in being secure, vigilant, and resilient—not only by looking at  how to prevent and respond to attacks, but at how to manage cyber risk in a way that allows you to unleash new opportunities. Embed cyber risk at the start of strategy development for more effective management of information and technology risks.  Learn more about Cybersecurity  

Your work profile:

Ensure all major incidents are accurately logged in the relevant toolset, with complete and high-quality data captured (impact, urgency, affected services, timeline, resolution details, etc.) 

Lead and facilitate major incident bridge calls, coordinating investigation and resolution activities with Service/Application Owners and resolving teams 

Provide clear, timely, and audience-appropriate communications throughout the incident lifecycle, tailored for business users, technology stakeholders, senior management,  

Maintain oversight of incident progress to ensure timely resolution and adherence to agreed SLAs and operational standards 

Manage the production and publication of Post-Incident Reports (PIRs), ensuring consistency, completeness, and timely delivery 

Lead post-incident retrospectives, ensuring: 

Process adherence is reviewed 

Lessons learned are documented 

Corrective actions are clearly defined, owned, and tracked 

Ensure post-incident recovery steps and findings are documented to support process improvements and knowledge base creation 

Chair weekly global incident review meetings, focusing on key incidents, resolution quality, and follow-up actions 

Lead monthly incident reviews with Compliance and Operational Risk Management teams 

Proactively identify recurring, high-impact, or systemic issues observed during incident management and formally transition them into Problem Management 

Ensure problems are accurately logged with sufficient data to support effective Root Cause Analysis (RCA) 

Govern the Problem Management lifecycle, ensuring problems progress through: Identification, assessment and prioritisation, Root Cause Analysis, Resolution and closure

Ensure all action items are recorded and managed as relevant problem tasks 

Chair Problem Management review forums, ensuring: Clear ownership and accountability, Blockers are escalated and resolved, Status and risk are communicated effectively to management

Develop and maintain incident and problem performance dashboards and reports

Produce and distribute monthly service level, operational and management reporting, tailored to the needs of different audiences (operations, senior leadership, risk/compliance) 

Provide ongoing visibility into ticket queue health, backlog trends, and MTTR performance 

Drive continuous improvement of Incident and Problem Management processes and tooling in collaboration with ITSM, operations, and engineering/development teams 

Perform quality assurance reviews on incident records and post-incident outputs to ensure consistency, accuracy, and process compliance 

Work with teams to ensure process SLAs and operational standards are consistently met during incidents 

Partner with the ITSM team to embed best practices, standardisation, and operational maturity across the organisation 

Increase scope with additional IT Service Management process control activities

Change Management 

Knowledge Management  

Key Skills Required: 

Experience - 12-18 years

Demonstrated experience in Incident Management and/or Major Incident coordination, with a proven ability to manage high-severity incidents in complex, production environments 

Strong organisational and multitasking capabilities, with the ability to remain calm, decisive, and responsive under pressure, particularly during major service outages 

Highly effective written and verbal communication skills, with experience producing clear incident communications, post-incident reports, and management-level summaries 

Ability to adapt communication style effectively for both technical and non-technical audiences, including senior management and business stakeholders 

Excellent problem-solving and analytical skills, with the ability to assess incomplete information, make sound decisions, and prioritise actions in time-critical situations 

Strong collaboration and stakeholder management skills, enabling effective partnership across a wide range of teams, functions, and seniority levels 

Ability to apply knowledge gained through experience, education, and training to resolve issues, remove operational barriers, and drive continuous improvement 

Solid understanding of the governance, risk, and compliance requirements relevant to the role, including the ability to operate within defined policies, controls, and regulatory frameworks.

Education : B.tech, BCA, B.E and relevent qualifications.