ITIL Certified Incident Manager

Job Summary

To support a growing Data Center Service Management team, the full-time ITIL Certified Incident Manager will drive the design and execution of global service management processes, focusing on Incident, Major Incident, and Problem Management while working remotely.

Key responsibilities

• Lead Major Incident Response by directing cross-functional teams to restore services during critical disruptions
• Own Root-Cause Analysis by executing the Problem Management process and performing proactive trend analysis
• Design ITSM Processes by implementing ITIL/ITSM best practices and maintaining Continual Service Improvement models

Required qualifications

• 4-7 years of experience in service management, systems engineering, or process development
• Deep operational knowledge of the ITIL service lifecycle and Configuration Management Databases (CMDB)
• Hands-on experience with service management tools such as ServiceNow
• Bachelor's degree in a technical or business discipline
• Valid ITIL Certification