Key Facts

Remote From:

Full time

Senior (5-10 years)

English

5+ years of experience in Incident Management, IT Operations, Service Management, or related discipline.
Proven experience leading major incident response and facilitating executive-level communications.
Strong working knowledge of ITIL (v4 preferred) frameworks and service management processes.
Hands-on experience with ServiceNow (incident, problem, and reporting modules).

Lead and coordinate Major Incident (Sev1/Sev2) response, including command of incident bridge calls and cross-team mobilization.
Deliver clear, concise, and timely updates to executive leadership and business stakeholders.
Establish, govern, and continuously improve Incident, Problem, and Request Management processes aligned to ITIL principles.
Lead post-incident reviews and enforce high-quality root cause analysis practices.

Job description

Key Responsibilities
Major Incident Leadership

Lead and coordinate Major Incident (Sev1/Sev2) response, including command of incident bridge calls and cross-team mobilization.
Drive timely service restoration with a bias toward action and clear accountability.
Ensure proper escalation, communication flow, and stakeholder alignment during high-impact events.

Executive & Stakeholder Communications

Deliver clear, concise, and timely updates to executive leadership and business stakeholders.
Develop and standardize communication templates and reporting practices across incident lifecycles.
Serve as the primary operational communications lead during critical incidents and service disruptions.

Incident & Problem Management Governance

Establish, govern, and continuously improve Incident, Problem, and Request Management processes aligned to ITIL principles.
Facilitate governance forums including Incident Reviews, Problem Review Board (PRB), and RCA sessions.
Ensure adherence to service management standards, SLAs, and operational policies.

Root Cause Analysis (RCA) & Problem Management

Lead post-incident reviews and enforce high-quality root cause analysis practices.
Track corrective and preventive actions through closure with clear ownership and accountability.
Analyze trends to proactively identify systemic issues and eliminate recurring incident patterns.

Operational Readiness & Service Excellence

Partner with SRE and Production Support Engineering to improve operational maturity and resilience.
Drive runbook development, operational preparedness, and readiness reviews for new and existing services.
Conduct workshops to reinforce process understanding, SLA accountability, and operational consistency.

Metrics, Reporting & Continuous Improvement

Develop and maintain dashboards tracking MTTR, incident volume, SLA compliance, and operational KPIs.
Compile, analyze, and present service performance metrics to leadership and stakeholders.
Identify process gaps and lead continuous improvement initiatives to enhance service reliability and efficiency.

Service Delivery & Process Oversight

Monitor incident, problem, change, and request lifecycle metrics (including aging and SLA adherence).
Collaborate with Service Delivery Managers to ensure accurate SLA reporting and proactive performance management.
Act as a subject matter expert for service management processes, tools, and standards.

Success Measures

Required Qualifications

5+ years of experience in Incident Management, IT Operations, Service Management, or related discipline.
Proven experience leading major incident response and facilitating executive-level communications.
Strong working knowledge of ITIL (v4 preferred) frameworks and service management processes.
Hands-on experience with ServiceNow (incident, problem, and reporting modules).
Experience with operational metrics, reporting, and data analysis (SQL/reporting tools preferred).

Technical & Professional Skills

Strong understanding of Incident, Problem, Change, and SLA Management practices.
Advanced reporting and analytical skills with the ability to interpret operational data and trends.
Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word) and reporting tools.
Ability to develop, document, and standardize processes and procedures.
Solid understanding of service delivery models and customer support operations.

Leadership Characteristics

Calm, decisive, and highly effective under pressure.
Strong facilitator with executive presence and the ability to influence across all levels.
Ownership mindset with a bias toward action and results.
Customer-focused with a strong commitment to service excellence.
Continuous improvement mindset with the ability to identify and drive meaningful change.

Additional Expectations

Applies independent judgment and decision-making in high-impact operational scenarios.
Identifies process gaps and drives solutions to moderately complex operational challenges.
Participates in and leads process improvement initiatives and operational projects.
Builds strong partnerships across engineering, operations, and business teams.
Acts as a trusted advisor on service management practices and operational readiness.