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Metro location and mid-level manager title increase applicant pool, offset by ITIL requirement and 24/7 shift.
Medium: ITIL and incident management skills transfer across industries, though transport/defense context adds some domain specificity.
Medium: role requires specific ITIL processes, incident management and escalation skills but lists no explicit years.
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Provide 24/7 coverage as part of a 4x4 shift rotation acting as the Senior Service Escalation point for global ITIL operations.
Lead communication and management of all high priority Incidents, Major Incidents, Problems, and Escalations at a global organizational level.
Ensure governance and adherence to ITIL best practices including Incident, Problem, and Escalation Management as well as Out of Hours Emergency Change Approval.
Education: A Level education or equivalent minimum.
Strong understanding of ITIL processes; ITIL v3/v4 Foundation certification is desirable but not mandatory.
Experience managing incident and escalation processes, including reporting across customer bases (Work Experience Required: Not explicitly mentioned in the JD).
Proficiency with Microsoft Office (Word, Excel, PowerPoint) and ability to work under high-pressure environments with senior stakeholders.
Experienced in global ITIL operations with proven ability to manage multi-regional incident and escalation workflows.
Capable of working both independently and collaboratively within a structured, process-driven environment to maintain governance and service performance.
Analytical mindset with the ability to interpret data trends and support training and auditing to ensure process adherence.