Asst Dir Tech Ops
Core
Lead enterprise Major Incident and Problem Management to restore critical services quickly, eliminate root causes, and strengthen operational resilience.
Role type
Senior IT Operations Director (Major Incident & Problem Management)
Builds
Enterprise service reliability, incident response capabilities, and problem management governance
Domain
IT Operations / Service Management / Enterprise Technology
Required skills
Major Incident Management, Problem Management, ITIL practices, ServiceNow ITSM, Crisis Leadership, Root Cause Analysis, Executive Communication, Team Leadership, Operational Governance, Strategic Planning
Preferred skills
ServiceNow ITSM certification, Enterprise-scale 24x7 support leadership, Problem Management implementation
Technologies
ServiceNow, Operational Analytics, Configuration Management Data
Responsibilities
Lead enterprise Major Incident Management governance and response; Direct major incident recovery and coordinate cross-functional teams; Guide executive and stakeholder communications during outages; Strengthen 24x7 response readiness through training and simulations; Own enterprise Problem Management and root cause analysis standards; Drive systemic issue resolution and reliability improvements; Lead and develop service management professionals; Optimize ServiceNow service management capabilities.
Seniority
Senior, hands-on IC with leadership responsibilities
