Manager, Major Incident Management

About Vanguard
Founded in 1975, Vanguard is one of the world's leading investment management companies. The firm offers investments, advice, and retirement services to tens of millions of individual investors around the globe—directly, through workplace plans, and through financial intermediaries.

Vanguard’s India Office

Vanguard’s office in India is a significant milestone in our global expansion. We are committed to establishing an enduring technology center in Hyderabad, Telangana and are excited to be adding talent who will focus on Artificial Intelligence (AI), mobile, and cloud-based technologies that drive our business outcomes and deliver a world-class experience for our clients.  

Role Summary

This role leads a team that supports major IT systems and high-impact incident management processes and resolutions. It also manages IT system incidents from initiation to resolution, ensuring minimal disruption, facilitating efficient incident calls, analyzing trends, and driving continuous improvements in incident management practices.

Responsibilities

• Leads a team supporting major IT systems and managing high-impact incident resolution processes.

• Supports development of enterprise-wide best practices to minimize major IT incidents and improve response effectiveness.

• Guides teams through production support incidents, ensuring timely resolution and consistent communication with business and leadership.

• Collaborates with partner divisions and product teams to drive solutions while mitigating client risk and exposure.

• Works closely with business and partner organizations to assess impact, identify workarounds (short- and long-term), and determine root cause.

• Manages major IT incidents end-to-end, from initiation through resolution, ensuring minimal disruption to business operations.

• Leads and facilitates incident management calls, maintains event chronology, and ensures clear stakeholder communication during outages.

• Maintains incident reporting systems and knowledge databases; contributes to post-incident analysis and continuous improvement.

• Monitors incident trends, reviews historical data and root cause analysis to identify patterns and reduce repeat failures.

• Coordinates resources in line with SLAs/OLAs, reports service metrics, and drives corrective actions where needed.

• Oversees hiring, performance management, coaching, and development of the team in line with HR policies and standards.

• Ensures adherence to incident management best practices and participates in process, policy, and emergency response improvements.

• Collaborates with problem management to proactively prevent recurring issues and enhance overall system reliability.

Qualifications and Skills

• Minimum 8 years related work experience, with at least two years of IT service management or threat analysis experience.

• Undergraduate degree in Computer Science, Information Technology, or a related discipline, or equivalent combination of training and experience.

• Lead and manage major incidents / outages end-to-end

• Drive root cause analysis, impact resolution, and recovery

• Oversee L1–L3 production support operations

• Ensure adherence to incident management processes and governance

• Strong exposure to production support & incident management

• Understanding of SRE principles (observability, SLAs, reliability practices)

• Experience with cloud environments (AWS preferred)

• Knowledge of risk, vulnerability, and system reliability practices

• Proven team management and coaching experience

• Ability to lead high-pressure incident calls and drive decisions

• Strong in prioritization, problem-solving, and process improvements

• Ability to collaborate with cross-functional teams (product, cloud, security, operations)

• Strong communication and coordination skills during critical incidents

• Experience in a 24x7 production support / on-call environment

• Ability to manage teams and drive operational excellence

Location

This role is based in Hyderabad, Telangana at Vanguard’s India office. Only qualified external applicants will be considered.

Our mission

Vanguard adheres to a simple purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Our commitment to you 

Vanguard takes the same long-term view of your success—at work and in life—with Benefits and Rewards packages that reflect what you care about, throughout all the phases and stages of your life. Our Total Rewards programs provide you and your loved ones with wellness support for key areas in your life: 

Financial wellness 
We're committed to enabling your financial success and provide competitive offers and programs. 

Physical wellness 
We're committed to providing benefits that support your physical health and wellness. 

Personal wellness 
We're committed to providing resources that help support the full scope of your life. 

How we work

Vanguard has implemented a hybrid working model for most of our employees (crew members), designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.