IT Incident Management Manager

Job Summary-

The Incident Response Manager leads the global management and investigation of compliance, privacy, fraud, and security incidents across Teleperformance operations. Reporting to the SVP of Security Risk, Global Incident Response and Analytics, this role ensures consistent incident handling and risk mitigation across all regions. The IR Manager coordinates complex, high-impact investigations, prepares detailed incident reports, and delivers executive-level briefings and trend analyses. Working cross-functionally with Legal, HR, IT Security, and Operational teams, the role ensures swift, strategic responses to incidents and supports continuous improvement through data-driven insights. This position requires exceptional analytical capabilities, discretion, and the ability to influence global stakeholders effectively.

Key Responsibilities and Accountabilities-

• Lead global investigations into compliance, privacy, fraud, and security incidents, ensuring thorough documentation, legal alignment, and timely resolution.
• Coordinate cross-functional response teams, including Legal, HR, IT Security, Operations, and Regional Incident Response personnel, to execute effective containment and remediation strategies.
• Deliver comprehensive incident summaries, root cause analyses, and trend reports to senior leadership, clients, and the Global Compliance and Global Security Council.
• Develop and refine standardized incident response procedures and frameworks to ensure consistency, efficiency, and adherence to global policies.
• Provide subject matter expertise in risk assessment and incident classification to support rapid escalation, prioritization, and action planning.
• Identify systemic vulnerabilities and recommend process improvements, policy changes, or technology enhancements to reduce recurrence and improve organizational resilience.
• Support the development and refinement of performance metrics and KPIs to monitor incident trends and effectiveness of the response strategy.
• Maintain confidentiality and objectivity throughout investigative processes and ensure data handling complies with internal standards and regulatory requirements.
• Lead special projects or executive-level briefings related to high-risk or high-visibility incidents.