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Job Description
Structured overview of role & requirementsAbout This Role
Lead 24/7 global IT Command Center operations as Manager on Duty during major incidents, coordinating technical teams, communications, and service restoration.
Govern enterprise Change Management including Change Advisory Board (CAB) execution to improve change quality and reduce incidents.
Enhance operational resilience through runbook improvement, problem management, Disaster Recovery support, reporting dashboards, and vendor coordination.
Minimum Requirements
6 to 8 years of IT operations/support experience with leadership in Incident, Problem, and Change Management in production environments.
Experience as primary liaison in major incident response and participation in 24/7 Manager on Duty rotations.
Bachelor’s degree in IT, Computer Science, Engineering, or related field (or equivalent practical experience).
Hands-on experience with ServiceNow ITSM, CMDB management, and operational dashboards.
Ideal Candidate Profile
Experienced in coordinating cross-functional technical and vendor teams during time-sensitive, high-impact events.
Strong ITIL and ITSM process knowledge with practical expertise in Change Governance and Risk-based decision-making.
Skilled in managing large-scale incident response, continuous improvement initiatives, and Disaster Recovery exercises within complex 24/7 enterprise environments.