Description

You own daily operations, manage staff performance, and handle escalations to ensure smooth business continuity.

This role is on-site.

Responsibilities

• Manage daily operations, staff performance, and customer satisfaction.
• Lead incident command and major incident management using ITIL practices.
• Coordinate cross-team efforts and resolve conflicts during high-pressure situations.
• Communicate clear updates, timelines, and impact to stakeholders.
• Apply structured troubleshooting and analytical thinking to resolve issues.

Required Skills

• 5+ years of experience in operations management or incident command.
• Strong understanding of ITIL Incident and Major Incident Management.
• Proficiency with ServiceNow for ticketing and dashboards.
• Knowledge of network protocols: DNS, TCP/IP.
• Experience with Windows, Linux, and z/OS operating systems.
• Familiarity with Grafana for monitoring.
• Basic understanding of security concepts: encryption, firewalls, threat modeling.
• Excellent written and verbal communication skills.

Preferred Skills

• Experience with Microsoft Office Suite and Zoom for collaboration.

Key Skills

Education

Bachelor's degree