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Mid-level, broadly familiar IT operations role with ITIL and incident-management requirement.
Skills transferable across industries but requires ITIL and enterprise infrastructure experience.
Explicit 5+ years requirement plus ITIL/ITSM and cloud/monitoring skills.
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Own and manage end-to-end Major Incident Management lifecycle including detection, escalation, resolution, closure, and post-incident reviews.
Coordinate technical teams, service owners, vendors, and stakeholders during high-impact incidents to ensure rapid service restoration and effective communication.
Prepare executive summaries, incident reports, dashboards, and audit documentation; support process improvements and compliance with ITIL best practices.
Bachelor's degree or comparable education.
Minimum 5 years of experience in IT infrastructure operations, service operations, incident management, or related support functions.
Strong understanding of ITIL v3/v4 practices; ITIL certification preferred.
Experience with ITSM platforms such as BMC Helix and knowledge of cloud platforms (AWS, Azure, or GCP), compute/virtualization, networking, and monitoring tools.
Experience coordinating major incidents in a global IT environment with focus on rapid resolution and communication.
Ability to manage high-pressure, business-critical incidents while maintaining structured and clear documentation.
Strong ownership of incident lifecycle, process improvement mindset, and capability to collaborate with diverse technical and business stakeholders.