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Medium — metro location, common mid-level IT operations role with ServiceNow/ITIL requirements.
Medium — IT operations and ITIL/ServiceNow experience required but reasonably transferable across industries.
Medium — explicit 2–3 years plus mandatory incident management and ServiceNow/ITIL preferences.
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Lead and coordinate major incidents (P1/P2) ensuring rapid service restoration and effective collaboration across IT teams and business stakeholders.
Manage incident lifecycle including assessment of priority and impact, documentation, communication with leadership, escalation, and validation of resolution.
Drive post-incident reviews, continuous improvement initiatives, and maintain knowledge base and procedures while participating in a 24/7 on-call rotation.
2–3 years of experience in IT Operations or Incident Management with direct experience managing major incidents.
General IT knowledge required; Bachelor's degree in IT or related field preferred but not mandatory.
Understanding of ITIL Incident and Major Incident processes; ITIL 4 Foundation certification preferred.
Experience with ServiceNow ITSM preferred; participation in 24/7 on-call rotation implied but notice period not specified.
Experienced in coordinating multi-stakeholder incident management with strong leadership and decision-making skills under pressure.
Comfortable working in an operational, high-stakes environment driving service restoration and continuous improvements.
Familiar with ITIL framework and tools like ServiceNow, able to function effectively in a technology-driven, process-oriented role.