Description

You will lead IT service delivery operations within a 24/7 global support environment.

Responsibilities

• Own and manage incidents, major incidents, service requests, and problems within ServiceNow.
• Manage IT Security incidents in coordination with internal security teams and external vendors.
• Lead shift-based IT service delivery staff through mentoring, technical development, and performance management.
• Monitor service trends to initiate problem management processes and ensure SLA compliance.
• Produce post-major incident reports for management and audit compliance.
• Maintain accurate process data sets, including asset registers and Joiner/Mover/Leaver records.

Required Skills

• 5+ years of experience in IT Service Management.
• Proficiency with ServiceNow.
• Strong knowledge of ITIL frameworks and best practices.
• Hands-on experience with Incident Management and Problem Management.
• Understanding of IT Security processes.
• Experience managing Service Level Agreements (SLAs).
• Proven people management and leadership capabilities.
• Ability to support global end users across multiple locations.
• Any Graduate degree.

Preferred Skills

• Experience in 24x7 support environments and working across multiple time zones.
• Knowledge of audit compliance processes and global vendor management.
• Experience with performance metric reporting and continuous improvement methodologies.

Key Skills

Education

Any Graduate