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Job Title: Manager GES DTS SIAM\n\nLocation: Hyderabad, India\n\nAt dsm-firmenich we strive to achieve a world where you don\u2019t have to choose between taste, texture, or health - and can enjoy it all. Our innovative ingredients, expertise, and solutions bridge the gap between the delicious, the nutritious, and the sustainable. \n\nThe Manager \u2013 Incident, Major Incident \u0026 Problem Management leads the end\u2011to\u2011end Incident and Problem Management functions, ensuring rapid service restoration, strong operational governance, and sustained service stability across IT services. The role owns the Major Incident Management (MIM) process, orchestrating cross\u2011functional technical and business stakeholders during high\u2011severity incidents, while also driving Problem Management through structured root cause analysis, trend identification, and preventive actions. By leading post\u2011incident reviews, problem remediation, and performance reporting, the role delivers measurable improvements in service resilience, reduction of recurring incidents, and overall operational maturity.\n\nAt dsm-firmenich, being a force for good is not optional. Diversity, Equity \u0026 Inclusion is a shared responsibility woven into our daily work, benefiting to our People, Customers \u0026 Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated. \n\nYour key responsibilities\n\n1) Incident Management Ownership (Run Operations)\n\n * Manage the Incident Management process lifecycle: detection, logging, classification, prioritization, escalation, resolution, and closure.\n * Ensure consistent application of impact/urgency, severity models, and escalation paths across teams.\n * Monitor incident queues and operational dashboards to ensure SLA adherence, quality updates, and timely resolution.\n * Drive operational discipline around ticket hygiene, categorization, and documentation standards.\n\n\n\n2) Major Incident Management Leadership (MIM)\n\n * Serve as the Major Incident Manager (lead the MIM team), acting as the single point of coordination during P1/P2 events.\n * Facilitate major incident bridges, ensuring effective triage, task ownership, decision-making, and service restoration focus.\n * Manage stakeholder communications (internal/external) with clear timelines, business impact, and ETAs.\n * Maintain and improve Major Incident playbooks, standard operating procedures (SOPs), and war-room protocols.\n\n\n\n3) Stakeholder \u0026 Communications Management\n\n * Build strong relationships with Application, Infrastructure, Network, Security, Service Desk, Vendors, and Business stakeholders.\n * Provide concise and audience-appropriate updates to executives and impacted user groups.\n * Act as the escalation point for complex or prolonged incidents, ensuring leadership awareness and support when required.\n\n\n\n4) Problem \u0026 Continuous Improvement (CSI)\n\n * Lead Post Incident Reviews (PIRs) and ensure timely completion of RCA (Root Cause Analysis), corrective and preventive actions (CAPA), and follow-ups.\n * Identify recurring incident patterns and drive problem records and backlog prioritization with service owners.\n * Improve operational resilience through recommendations on monitoring, alerting, automation, runbooks, and standard changes.\n\n\n\n5) Governance, Metrics \u0026 Reporting\n\n * Define, track, and report on key KPIs, presenting trends and improvement plans to leadership.\n * Conduct regular process audits, maturity assessments, and coaching to improve incident handling quality.\n * Ensure compliance with internal controls, risk policies, and audit requirements \n\n\n\n6) Tools, Automation \u0026 Knowledge Management\n\n * Own operational configuration for ITSM tooling (ServiceNow) related to incident and major incident workflows.\n * Drive improvements to dashboards, notification logic, on-call schedules, and auto-escalations.\n * Strengthen knowledge management: ensure workarounds, runbooks, and known error articles are created and maintained.\n\n\n\nWe Bring\n\n * Work in very close proximity to our business in a global and intercultural environment.\n * Progress to life. By being in GES DTS department you will shape the future through digital and innovative solutions.\n * High challenger career and big opportunities to work with innovative technologies but more importantly to apply technologies to drive tangible business value\n * A flexible work environment that empowers people to take accountability for their work and own the outcome.\n * Barrier-free communities within our organization where every employee is equally valued and respected \u2013 regardless of their background, beliefs, or identity.\n * An eagerness to be one team and learn from each other to bring progress to life and create a better future.Competitive salary and benefits package.\n\n\n\nYou bring\n\n * 8\u201310+ years in IT Service Management, including at least 5 years focused on Incident \u0026 Major Incident Management.\n * Proven experience managing IT incidents and major incidents in a complex enterprise environment. \n * Solid understanding of ITIL4 practices (Incident, Problem, Change, Request Fulfilment and Major Incident Management). \n * Strong analytical skills and ability to interpret technical information during high\u2011pressure situations. \n * Excellent communication, facilitation, and stakeholder\u2011engagement abilities across global, non\u2011hierarchical teams. \n * Ability to influence without authority, drive clarity, and maintain composure during business\u2011critical events.Familiarity with enterprise toolsets (ServiceNow).\n\n\n\nAbout dsm-firmenich:\n\nAt dsm-firmenich, we don\u2019t just meet expectations \u2013 we go beyond them. Join our global team powered by science, creativity, and a shared purpose: to bring progress to life. From elevating health to making fortified food and sustainable skincare, the impact of your work here will be felt by millions \u2013 every single day. Whether it\u2019s fragrance that helps you focus, alternative meat that\u2019s better for the planet, or reducing sugar without losing flavor, this is where you help shape the future of nutrition, health, and beauty for everyone, everywhere. And while you\u2019re making a difference, we\u2019ll make sure you\u2019re growing too. With learning that never stops, a culture that lifts you up and the freedom to move across businesses, teams, and borders. Your voice matters here. And your ideas? They\u2019re essential to our future. Because real progress only happens when we go beyond, together.\n\nOur application process:\n\nInterested in this position? Please apply on-line by uploading your resume in English via our career portal (www. dsm-firmenich.com/careers).For further information, please contact Kanika Maloo, Talent Acquisition Partner ([email protected]).\n\nInclusion, belonging and equal opportunity statement:\n\nAt dsm-firmenich, we believe being a force for good starts with the way we treat each other. When people feel supported, included, and free to be themselves, they do their best work \u2013 and that\u2019s exactly the kind of culture we\u2019re building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong.\n\nWe\u2019re proud to be an equal opportunity employer, and we\u2019re serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we\u2019re committed to reflecting the world we serve. We welcome candidates from all backgrounds \u2014 no matter your gender, ethnicity, sexual orientation, or anything else that makes you, you. And if you have a disability or need any support through the application process, we\u2019re here to help \u2013 just let us know what you need, and we\u2019ll do everything we can to make it work.\n\nAgency statement\n\nWe\u2019re managing this search directly at dsm-firmenich. If you\u2019re applying as an individual, we\u2019d love to hear from you. We\u2019re not accepting agency submissions or proposals involving fees or commissions for this role\n