Back
Metro location, common ITSM/devops role, and recognizable global brand increase applicant competition.
ITSM, incident management, Jira, and SQL skills are highly transferable across industries.
ITIL certification preference and SQL requirement create moderate filtering for candidates.
Login to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Manage and report on KPIs related to Incidents, Service Requests, Changes, Problems, and Major Incidents, including SLA violations analysis and monthly IT Governance presentations.
Coordinate cross-functionally with Service Delivery Managers and teams to review performance metrics and lead investigations into KPI discrepancies.
Govern IT Service Catalog changes, ensure Major Incident documentation and problem root cause analysis, and drive continuous service improvement with automation recommendations.
Strong written and verbal communication skills with customer-first mindset.
Basic foundational understanding of IT infrastructure, software, Security, or networking concepts.
SQL knowledge for customized report generation from database.
Working knowledge of ITIL processes; ITIL v3 or v4 Foundation certification is highly preferred.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in IT performance management and governance across incidents and service operations.
Comfortable liaising between technical and non-technical stakeholders to drive issue resolution and service improvements.
Skilled in analyzing operational data trends and recommending automation to improve IT workflow efficiency.