Description

You lead the resolution of high-impact incidents that disrupt critical business services, ensuring rapid recovery and clear stakeholder communication.

This role is on-site.

Responsibilities

• Lead and coordinate the resolution of P1 and P2 incidents through war room calls with technical teams and vendors.
• Ensure incidents are accurately logged, categorized, and prioritized in ITSM tools like ServiceNow or BMC Remedy.
• Communicate real-time incident progress, impact, and resolution timelines to stakeholders.
• Prepare and circulate Major Incident Reports and Post-Incident Reviews within defined SLAs.
• Analyze incident trends to identify root causes, prevent recurrence, and drive process improvements.

Required Skills

• 5+ years of experience in IT service management and incident resolution.
• Deep understanding of ITIL processes, including Incident, Problem, and Change Management.
• ITIL v4 Foundation certification.
• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
• Bachelor's degree in Computer Science, IT, or a related field.
• Ability to drive bridge calls and manage vendor interactions during outages.
• Strong analytical skills to interpret incident data and KPIs.

Key Skills

Education

Bachelor's degree