Own and run the end-to-end Incident Management process
Lead and coordinate all P1/P2 Major Incidents, from detection to resolution
Facilitate rapid troubleshooting with Infra, DevOps, Security, Networking, and Application teams
Serve as the primary communication lead during incidents
Ensure root cause analysis (RCA) is conducted for all major incidents
Identify incident trends and drive long-term prevention activities
Own the Change Management process
Review, assess, and approve changes (standard, normal, emergency)
Chair the Change Advisory Board meetings
Maintain change calendar and enforce compliance with organizational standards
Coordinate and manage software releases, infrastructure rollouts, patch cycles, and deployments
Oversee the accuracy and integrity of the Configuration Management Database (CMDB)
Continuously improve ITSM processes using ITIL best practices
Establish KPIs and dashboards for incidents, changes, and releases

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
8–10+ years of experience in IT Service Management, including incident and change management
Strong understanding of ITIL practices
Experience running major incidents in a fast-paced environment
Hands-on experience with ITSM tools (ServiceNow, Jira Service Management, etc.)
Familiarity with AWS, cloud services, CI/CD, DevOps
Excellent leadership under pressure
Strong analytical and problem-solving abilities
Outstanding communication skills
Ability to prioritize in a high-stakes, dynamic environment
Customer-focused mindset with operational excellence

Benefits

Competitive Base Salary Range of $117,800-$189,000
Annual Incentive Compensation Eligibility – Up to 10% annually
Health Insurance: Comprehensive medical, dental, and employer-paid vision plans
100% Company Paid Insurances: Basic short-term and long-term disability, vision insurance
Voluntary Insurance: Supplemental life insurance, enhanced short- and long-term disability coverage
Paid Maternity and Parental Leave
LifeBalance Program: Discounts on activities, arts, health, and fitness
Plum Benefits Discount Program: Exclusive discounts on shows, travel, and more
Tuition Reimbursement: Up to $5,000 annually
Transit Reimbursement: For all work-related travel
Paid Time Off: 120 Hours of Paid Time Off and 56 hours of Sick Time annually
Retirement Benefits: 401K plan with 25% match on contributions

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Incident ManagementChange ManagementRoot Cause AnalysisITILKPI establishmentConfiguration Management DatabaseSoftware releasesInfrastructure rolloutsPatch cyclesCI/CD

Soft Skills

LeadershipAnalytical skillsProblem-solvingCommunicationPrioritizationCustomer-focused mindsetOperational excellenceCoordinationFacilitationTrend identification

Certifications

Bachelor’s degree in Computer ScienceBachelor’s degree in Information Technology