Global Duty Service Manager requests
Cubic Corporation (company site, opens in a new tab)6+ yrsHyderabadOn-siteDirect career pageEst. 12–20 LPA
Posted 13h ago
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Job description
Structured overview of role & requirements
About This Role
- Manage and lead major incident and problem response, coordinating with internal teams, third parties, and customers to minimize incident impact.
- Develop, implement and maintain ITIL-based incident, problem, change, and service management processes under an ISO 20K framework.
- Ensure compliance with service level agreements (SLAs), conduct post-incident reviews, and maintain communication with all stakeholders during major incidents.
Minimum Requirements
- Bachelor’s degree or equivalent experience in a technical discipline.
- Minimum 6 years experience in problem and incident management in a technology environment with SLA and KPI management.
- ITIL V3 Foundations certification is desirable but not mandatory.
- Availability to travel frequently and work outside normal hours on a 24/7 basis as required during major incidents.
Ideal Candidate Profile
- Experienced in large-scale system support and service delivery management within an ITIL environment.
- Ability to exercise significant decision-making authority and lead cross-functional teams during incident and problem management.
- Strong customer liaison skills focused on driving continuous service improvement and maintaining contractual compliance.