Support the management and coordination of major Incidents affecting CIO services to ensure timely service restoration
Participate in and assist with leading incident bridge calls, coordinating technical teams with urgency
Ensure clear, accurate, and timely communications to stakeholders throughout the incident lifecycle
Assist with incident triage, escalation, and prioritization in alignment with ITSM processes
Document incident activities, timelines, and resolutions in ServiceNow or similar ITSM tools
Contribute to Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) meetings
Support Problem Management activities, including identification of recurring issues and trends
Track corrective actions and service improvement opportunities as part of Continuous Service Improvement (CSI)
Build effective working relationships with service owners, technical teams, and business stakeholders
Provide on-call support after hours and when needed to assist with critical or high-impact incidents; primary after-hours coverage is supported by another team

Requirements

Bachelor’s degree with one to two years of relevant IT Service Management Experience supporting Incident Management, Major Incident Management, or Problem Management processes
Strong written and verbal communication skills, with the ability to engage technical and non-technical stakeholders
Ability to work independently and collaboratively as part of a team
Ability to work effectively in a fast-paced, time-sensitive environment
Strong organizational, analytical, and problem-solving skills
ITIL v3 or ITIL v4 Foundations certification (preferred)
Experience working in an Agile environment (preferred)
Experience supporting global teams across multiple countries and time zones (preferred)
Experience in process documentation, requirements gathering, story writing, and test plan development (preferred)
Experience supporting Major Incident Management or operational response frameworks (preferred)

Benefits

competitive compensation
Health and Wellness programs
Income Protection
Paid Leave
Retirement

Applicant Tracking System Keywords

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

Hard Skills & Tools

IT Service ManagementIncident ManagementMajor Incident ManagementProblem ManagementServiceNowITSM processesAgileprocess documentationrequirements gatheringtest plan development

Soft Skills

communication skillsorganizational skillsanalytical skillsproblem-solving skillsindependent workcollaborative workability to work in fast-paced environmentrelationship building

Certifications

ITIL v3 FoundationsITIL v4 Foundations