CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.
Role Overview
The Incident and Major Incident Process Manager is a leadership role responsible for the governance, execution, and continuous improvement of Incident and Major Incident Management processes across the organization. This role provides operational and people leadership to Incident and Major Incident Managers supporting global, 24/7 operations, ensuring continuous incident coverage and effective bridge execution during high-impact events, including peak business and high-volume seasons. Serving as the process owner for Incident and Major Incident Management, the role ensures alignment with ITIL best practices and business expectations while establishing standards and driving consistent process execution across teams. The role leads and coordinates a global incident management team based in Hyderabad, serves as the primary escalation authority during severe and business-critical incidents, and partners closely with Infrastructure, Operations, Security, Application, and ServiceNow teams to ensure effective incident resolution. Additionally, the role identifies gaps, risks, and improvement opportunities across people, process, and tooling, governs adherence to incident procedures, leads and trains Major Incident Managers to ensure overall process maturity, and may be required to run or maintain incident bridges from home or off-site in the event of team or site unavailability.
Key Responsibilities
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Own and govern Incident and Major Incident Management processes end to end, ensuring consistency and compliance.
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Define, maintain, and enforce escalation models, bridge procedures, and communication standards.
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Ensure 24/7 coverage models, on-call rotations, and peak-season readiness are in place.
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Oversee and directly manage high-severity incident and major incident bridges as required.
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Ensure structured bridge facilitation, clear accountability, and disciplined execution.
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Ensure timely, accurate communication via email, SMS, Microsoft Teams, and ServiceNow.
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Lead, mentor, and manage Incident and Major Incident Managers, setting performance expectations and accountability.
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Conduct post-incident reviews and ensure corrective actions are tracked to closure.
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Define, track, and report on Incident and Major Incident KPIs, trends, and performance metrics.
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Work with the ServiceNow to enhance automation, dashboards, and reporting capabilities.
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Fulfill various audit reviews and artifact requirements on a monthly and annual basis
Required Knowledge & Skills
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Expert-level knowledge of Incident and Major Incident Management, including bridge leadership and crisis management.
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Strong understanding of related ITIL-based IT Service Management processes, particularly Problem, Change, Event Management and Trend Analysis.
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Deep hands-on experience with ServiceNow, including workflows, reporting, dashboards, and process optimization.
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Exceptional organizational skills in fast-paced, high-pressure bridge environments.
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Excellent English communication skills, both written and verbal, suitable for executive and technical audiences.
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Demonstrated ability to lead decisively and remain composed during high-impact incidents.
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Ability to manage a team of incident managers both directly and directly.
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Experience with Service Desk operations and / or lower Tiered incident processes.
Qualifications
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Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
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6+ years of experience in Major Incident Management, including leading high-severity incidents.
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8+ years of experience managing Incident Managers and/or Major Incident Managers.
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8+ years of experience working with ITIL-based IT Service Management processes.
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10+ years of hands-on experience with ServiceNow in an enterprise environment.
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ITIL v3 or ITIL 4 certification required.
Preferred Qualifications & Skills
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Experience using SharePoint for process documentation and knowledge management.
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Experience with Twilio or enterprise notification platforms.
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Exposure to automation, AI-driven ITSM, or proactive incident management.
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Experience supporting peak-season or business-critical operational periods.
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Experience in Dashboard development with Grafana, ServiceNow or PowerBI
