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Strong employer brand and metro location increase applicant density, but role is specialized in ITSM.
Requires specific infrastructure and ITSM experience, moderately transferable but domain-sensitive across industries.
Explicit 7–9 years, ITIL/ServiceNow and major-incident experience create stringent screening filters.
Own end-to-end Incident and Major Incident Management for global infrastructure, including leading incident response and service restoration during outages.
Govern Change Management processes per ITIL standards, including chairing Change Advisory Board (CAB) activities and ensuring change governance compliance.
Lead shift operations in a 24x7 model, coordinating cross-functional teams and managing executive communications during critical incidents.
7–9 years of experience in Infrastructure Operations, IT Service Management, or similar environments, including leadership in Major Incident Management.
Strong knowledge and hands-on experience with ITIL Incident, Change, Problem, and Major Incident Management processes.
Experience with ServiceNow or similar ITSM platforms and understanding of enterprise infrastructure technologies (Network, Servers, Cloud, Storage, Virtualization).
Mandatory work from office 5 days per week with rotational shifts supporting a global 24x7 operation.
Experienced in leading global, cross-functional operations teams in high-pressure incident and change management environments.
Proven ability to manage complex infrastructure outages spanning multiple technology domains including Network, Server, Cloud, and Security.
Skilled at executive stakeholder communication and operational decision-making during critical outages, driving continual operational improvements aligned to ITIL.