Service Management - Lead
Core
Lead ITIL service management practices, managing incidents, major incidents, problems, and changes to ensure mission-critical technology systems remain stable and aligned with business needs.
Role type
Senior IC Service Management Lead
Builds
Stable IT operations and resilient service delivery for enterprise clients
Domain
IT Operations / IT Service Management
Required skills
ITIL framework application, Major Incident Management, Incident triage and coordination, Problem Management (root cause analysis), Change Management, Monitoring and Event Management, ITSM platform proficiency, Stakeholder communication
Preferred skills
ITIL 4 Foundation certification, Enterprise managed services experience, ServiceNow expertise, Observability platform experience (Dynatrace, Splunk, Datadog), Hybrid environment support
Technologies
ServiceNow, Dynatrace, Splunk, Datadog, AppDynamics, SolarWinds
Responsibilities
Manage day-to-day incidents and act as Major Incident Manager for critical events; Perform initial triage and coordinate troubleshooting across technical teams; Facilitate root-cause analysis and track corrective actions for recurring problems; Monitor change activity and support rollback procedures; Produce service reports and translate trends into improvement actions; Build working relationships with application, infrastructure, network, cloud, and vendor teams.
Seniority
Senior, hands-on IC