Job Summary/Objective

Coordinates the operational execution of technology processes in accordance with the Service Management Model, and with a focus on core functions such as Incident Management, Problem Management, Change Management, Service Level Management, and Continual Service Improvement.

Key Responsibilities & Duties (essential to the job)

1. Leads and coordinates the end-to-end Incident and Major Incident Management process, including stakeholder communications, escalation management, and service restoration, acting as the central point of coordination during high-priority incidents.
2. Facilitates Major Incident and Post Incident Reviews (PIRs), reviews production incidents for root cause, and drives problem management with corrective and preventive actions to reduce recurring incidents and improve service stability.
3. Identifies, designs, and implements AI-enabled and intelligent automation solutions across Service Management processes, including their governance and continuous improvement, to improve operational efficiency, service quality, and user experience.
4. Develops and maintains operational dashboards, KPIs, and service health and trend reporting; ensures metrics are monitored and that incident, problem (RCA), service request, and SLA reports are produced, distributed, and utilized by management and Technology Leadership.
5. Coordinates and supports 24x7 operational service management activities, ensuring effective handovers, follow-the-sun support alignment, and adherence to established support models.
6. Works with cross-functional teams, Process and IT Owners, and stakeholders to define, implement, and

continuously improve ITSM/ITIL processes, standards, and methodologies across all lines of business, ensuring they are understood and adhered to.

7. Identify integration points with other processes; ensures all integrated processes are fully documented and accessible in a repository for teams and other desired stakeholders.
8. Conducts periodic training, and awareness sessions related to ITSM process and best practices.
9. Maintains day-to-day responsibility for the ownership and resolution of Service Management issues.
10. Defines, analyzes, and reviews actual performance against defined Service Level Agreements (SLAs), driving improvement.
11. Performs ITSM audits and publishes results to stakeholders.
12. Owns and drives projects/initiatives.

Education

A bachelor’s degree from an accredited college or university is required, with a focus in computer science or related discipline. In the absence of a degree, equivalent work experience directly related to the key responsibilities of the role will be considered as a substitute for the degree.