Description

You will manage the recovery and communication of major incidents affecting client business operations.

Responsibilities

• Manage the recovery and real-time communication of major incidents to clients and management.
• Coordinate resources and technical teams to determine root causes and expedite infrastructure recovery.
• Maintain daily service levels and own all operational service or client documentation.
• Participate in service status meetings to provide analysis and support SM/DPE in client reporting.
• Identify and raise requirements to delivery functions to improve operational efficiency.

Required Skills

• 5+ years of experience in IT service delivery management.
• Detailed knowledge of the ITIL framework.
• Experience with ServiceNow.
• Proven experience in Service Level Agreement (SLA) management.
• Experience with risk assessment and management.
• Familiarity with forensic analysis and monitoring.
• Strong stakeholder management and communication skills.
• Application Support experience.
• Bachelor's degree or any graduate degree in Computer Science, Information Technology, or a related field.

Preferred Skills

• Knowledge of Node.js, Next.js, React, MuleSoft, Azure, or OpenShift.

Key Skills

Education

Any Graduate