IT Service Management Representative
Core
Lead recovery of critical business services and manage end-to-end P1/P2 incidents as Incident Commander in a global enterprise environment.
Role type
Senior IC IT Service Management Representative (Incident Commander)
Builds
Production IT services and infrastructure resilience
Domain
IT Operations / IT Service Management / Cloud Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Critical Incident Management, Major Incident Leadership, ITIL, ServiceNow, Infrastructure, Cloud, Network, Security, Applications, Agentic AI, AIOps, Automation, Observability, SRE practices
Preferred skills
Master's degree, ITIL Managing Professional, ServiceNow ITSM, Azure/AWS/GCP, Agile/Scrum/SAFe, SRE/AIOps/AI certifications
Technologies
ServiceNow, Azure, AWS, Google Cloud, Agentic AI, AIOps, Observability platforms
Responsibilities
Lead end-to-end management of P1/P2 incidents from declaration to closure, Direct war rooms and executive communications during crises, Leverage AI-driven insights for proactive risk detection and mitigation, Lead RCA and problem management to drive process optimization, Partner with Engineering, SRE, and Platform teams to strengthen operational resilience, Develop runbooks, playbooks, and AI-assisted restoration procedures
Seniority
Senior, hands-on IC with command-and-control leadership