Senior Engineer - IT(Major Incident Manager)

Chubb is a world leader in insurance.

With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients.

The company is defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally.

Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index.

Chubb employs approximately 40,000 people worldwide.

Additional information can be found at: www.chubb.com.

At Chubb India, we are on an exciting journey of digital transformation driven by a commitment to engineering excellence and analytics.

We are proud to share that we have been officially certified as a Great Place to Work® for the third consecutive year, a reflection of the culture at Chubb where we believe in fostering an environment where everyone can thrive, innovate, and grow

With a team of over 2500 talented professionals, we encourage a start-up mindset that promotes collaboration, diverse perspectives, and a solution-driven attitude.

We are dedicated to building expertise in engineering, analytics, and automation, empowering our teams to excel in a dynamic digital landscape.

We offer an environment where you will be part of an organization that is dedicated to solving real-world challenges in the insurance industry.

Together, we will work to shape the future through innovation and continuous learning.

• Position Summary:

This is a hands-on incident command role.

As an Incident Manager in Chubb's Technology Operating Center (TOC), you will own the end-to-end lifecycle of IT incidents — from detection to resolution to post-incident review.

You will be the person who takes control of the bridge call, drives technical and vendor teams to resolution, and ensures the right people are engaged at the right time.

This is not a passive coordination role.

We are looking for someone who can command a room (or a call), make rapid prioritization decisions under pressure, and communicate with clarity to both technical teams and senior stakeholders

Own and chair all major incident bridge calls — taking command from the moment an incident is declared, driving technical teams toward resolution, and preventing call drift or confusion

Apply a structured incident command approach: establish clear roles, maintain situational awareness, enforce time-boxed actions, and escalate decisively when progress stalls

Keep calls focused and productive — cut through noise, redirect off-topic discussion, and ensure every participant knows their next action

Determine when to escalate to management and lead that escalation with a clear, concise incident summary

Identify, prioritize, triage, and classify incidents rapidly using defined severity criteria — independently making P1/P2 judgments without waiting for consensus

Manage the full incident record in ServiceNow: accurate timelines, action logs, resolution steps, and closure documentation

Coordinate across infrastructure, application, network, and cloud teams to ensure the right resolver groups are engaged and accountable

Oversee vendor partners during incidents, holding them to SLA commitments and escalating internally when they fall short

Draft and distribute timely, accurate incident notifications and status updates to stakeholders — translating technical impact into business language

Provide clear executive-level summaries during P1 incidents, calibrating technical depth to the audience

Maintain a communication cadence throughout the incident lifecycle, including proactive updates when resolution timelines shift

Lead post-incident reviews (PIRs) for major incidents — facilitating blameless root cause analysis and driving clear action items to closure

Identify recurring incident patterns and work with infrastructure teams on permanent fixes

Track and report on incident KPIs and SLAs; proactively surface trends and areas of risk to TOC leadership

Contribute to the development and refinement of incident runbooks, escalation paths, and response playbooks

Act as the escalation point for TOC staff when incidents require management engagement

Coach and develop junior team members on incident management practices, bridge call etiquette, and communication standards

Maintain awareness of upcoming infrastructure changes and releases, proactively assessing potential incident risk

What we are looking for

Proven track record commanding P1/major incident bridge calls — you have been the person running the call, not just attending it

Ability to take charge in high-pressure, ambiguous situations: you drive teams, not wait for consensus

Strong verbal communication — clear, direct, and calm under pressure; able to control a call with competing voices

5+ years in IT operations or infrastructure support, with direct involvement in incident or problem management

Hands-on experience with ServiceNow (incident management, dashboards, reporting)

Working knowledge of ITIL incident and problem management frameworks

ITIL Foundation certification (v3 or v4); Intermediate or Practitioner a plus

Experience in large, complex enterprise environments with global infrastructure scope

Familiarity with cloud infrastructure (AWS, Azure, or GCP) and hybrid on-prem/cloud environments

Experience with major incident notification tooling (PagerDuty, OpsGenie, or equivalent)

Background in financial services, insurance, or other regulated industry environments

Behavioral Profile — What Great Looks Like in This Role

Takes ownership without being asked — sees a gap, fills it

Communicates with precision: no ambiguity about what is happening, what is being done, and by whom

Stays composed when the bridge gets loud — de-escalates tension while keeping urgency high

Pushes back constructively when teams are stalling, deflecting, or off-track

Follows through: actions get closed, not just logged

This is not a monitoring-and-ticket-routing role.

If you are looking for a position where you respond to alerts and hand off to resolver teams, this is not the right fit.

We need someone who leads from the front during incidents — commanding calls, making judgment calls, and driving resolution themselves.