IT Incident Management Lead
Core
Governance, execution, and continuous improvement of enterprise Incident Management and Problem Management processes to ensure rapid service restoration and operational resilience.
Role type
Senior IT Incident Management Lead
Builds
Operational resilience and service stability for global live entertainment events and ticketing platforms
Domain
Live entertainment and event ticketing industry / IT Service Management
Deliverable
Dashboards & analysis
Required skills
Incident management lifecycle ownership, major incident command, root cause analysis (RCA), post-incident review (PIR), ITIL framework expertise, ITSM tool administration, cross-functional team coordination, KPI and SLA monitoring, process governance, trend analysis
Preferred skills
ITIL 4 Foundation or Managing Professional certification, Certified Incident Manager (CIM), Certified Problem and Change Manager (CPCM), ITSM Implementation certification
Technologies
ServiceNow, Zendesk, Jira Service Management
Responsibilities
Lead response and coordination of major incidents, act as Incident Commander during high-severity outages, facilitate operational bridges and stakeholder updates, manage enterprise problem records and drive preventive controls, conduct structured RCA and PIR sessions, develop trend analysis reporting and operational KPIs
Seniority
Senior, hands-on IC with leadership responsibilities
