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Tier-1 brand and metro location raise applicant competition, but role is specialized.
Moderate industry transferability: ITSM skills transferable, but requires infrastructure experience.
Moderate filters: senior ITSM experience and ITIL preferred, but no explicit years required.
Oversee end-to-end incident management process to minimize impact on business operations and ensure timely resolution.
Coordinate with IT support teams and stakeholders to prioritize, escalate, and resolve IT service incidents effectively.
Conduct root cause analysis, report incident trends and KPIs, and contribute to continuous improvement of incident management processes.
Bachelor's degree or equivalent in Computer Science, Information Technology, or related field.
ITIL certification (Specialist preferable) and relevant IT certifications preferred.
Advanced experience in incident management within a global IT Services organization.
Workplace type: On-site.
Experienced in managing complex incidents in a global IT services environment with strong ITSM and IT infrastructure knowledge.
Able to coordinate cross-functional teams and communicate effectively with technical and non-technical stakeholders.
Detail-oriented with a focus on incident resolution efficiency, root cause analysis, and process improvement.