Job Description

Key Responsibilities

Own mission-critical incidents impacting business operations.
Lead executive communication with client leadership and stakeholders.
Coordinate global resolver teams across infrastructure, cloud, networks, applications, and workplace services.
Drive rapid service restoration and business impact mitigation.
Manage incident escalations and command-center activities.
Conduct executive-level incident reviews and reporting.
Identify operational improvement opportunities and drive remediation plans.
Support customer governance and service review meetings.

Required Skills

Advanced Major Incident Management experience.
Strong customer-facing and executive presentation skills.
Experience managing complex global incidents.
ITIL certification preferred.
ServiceNow expertise required.

Experience

10-15 years in IT Operations.
Minimum 8 years in Major Incident Management leadership roles.
Experience working with North American enterprise customers.

Preferred Certifications (Applicable To All Roles)

ITIL v4 Foundation/Managing Professional
ServiceNow ITSM
PMP or PRINCE2 (preferred for Change Manager)
Lean Six Sigma (desirable)

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