Description

You will manage ITIL Incident Management processes and lead the Technical Operations Center (TOC) team in a high-pressure enterprise environment.

This role is on-site.

Responsibilities

• Manage major incidents impacting external customers and internal employees, ensuring resolution under strict SLA guidelines.
• Lead and direct technicians to troubleshoot IT services, identify correlating incidents, and implement preventive measures.
• Translate technical information into clear updates for senior-level executives and business leaders.
• Collaborate with Problem Management to perform root cause analysis and drive service improvements.

Required Skills

• 5+ years of Incident Management experience on a technical triage team.
• Experience in an enterprise 24/7 production environment supporting critical, real-time applications.
• Proficiency with ServiceNow, App Dynamics, Apica, Extra Hop, or Slack.
• Strong ability to communicate end-to-end incident updates to technical and non-technical stakeholders.
• Proven capability to multitask and prioritize work under stressful conditions.
• Bachelor's Degree, Associate's Degree, Technical Certification, or equivalent job experience.

Key Skills

Education

Any Graduate