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Job Description
Structured overview of role & requirementsAbout This Role
Provide 24/7 coverage via 4x4 shift rotation as part of Global ITIL Operations Team, acting as Senior Service Escalation point.
Lead communication and management of high priority and major incidents globally, ensuring ITIL governance adherence.
Drive policy, process, and procedures aligned with ITIL best practices including incident, problem, escalation, and emergency change management.
Minimum Requirements
Education: A Level or equivalent; ITIL v3/v4 Foundation certification is desirable but not mandatory.
Strong understanding and experience working with ITIL processes, major incident and escalation management.
Ability to work under high-pressure, fast-paced environments, engaging senior stakeholders during major events.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in global ITIL operations support with strong analytical and reporting skills across diverse customer bases.
Capable of leading cross-functional collaboration to ensure performance targets, KPIs and governance standards are met.
Comfortable managing escalations and critical incidents with the ability to identify trends and interpret data for risk mitigation and continuous improvement.