Incident Management Lead

Job ID

2025-16187

Date posted

07/11/2025

Location

Bengaluru, India

Category

IT

Job Overview

We are looking for a collaborative, strategic, and adaptable leader to join our IT Service Management team within the Value Delivery Office. As Incident Management Lead, you will own, evolve, and champio, the incident management process—driving service excellence, minimizing disruption, and ensuring seamless operations across Arm’s global business.You’ll lead an experienced team of Incident Managers, guiding them through high-impact events with transparency, calm, and confidence. Your leadership will help Arm continue to deliver groundbreaking technology at full potential.

Responsibilities

• Lead the design, implementation, and governance of the Incident Management (IM) process, ensuring alignment with organizational goals, ITIL guidelines, and compliance standards.
• Lead a team of Incident managers, including recruitment, training, coaching, and performance management.
• Act as the Major Incident Manager, coordinating rapid service restoration and multi-functional collaboration during critical incidents.
• Communicate proactively and effectively with IT teams, business partners, and leadership during and after major incidents.
• Monitor and report on SLAs, XLAs, and key performance metrics, driving continuous improvement and efficiency gains.
• Deliver training and mentorship to Incident Management teams & all process interested parties.
• Act as shift in-charge for the IT teams, during the shift duration & ensure that high standards of delivery are maintained.
  

Required Skills And Experience

• 12+ years of demonstrated experience in ITSM processes, with a focus on Incident Management.
• 5+ years of hands-on people management experience leading an Incident Management team.
• Solid grasp of ITSM tools (ServiceNow, BMC Remedy, etc.).
• ITIL 4 Managing Professional or Strategic Leader certification preferred.
• Ability to develop, implement and incident-related governance and reporting.
• Strong leadership, decision-making, and communication skills.
• Experience operating in a 24/7, global Service Desk environment.
  

“Nice To Have” Skills And Experience

• General conceptual understanding of IT infrastructure and applications.
• Strong problem-solving skills and ability to drive resolution in critical situations.
• A highly analytical approach, with good knowledge of process re-engineering and optimization.
  

In Return

You'll be an integral part of a multifaceted and diverse team of highly-skilled planners, coordinators, and problem solvers. Arm's growth trajectory provides strong career progression opportunities and one of the most vibrant environments to work in the sector.Our 10x Mindset Guides How We Engineer, Collaborate, And Grow. Understand What It Means And How To Reflect 10x In Your Work

Accommodations at Arm

At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email

Hybrid Working at Arm

Arm’s approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.

Equal Opportunities at Arm

Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.