Perform end-to-end Major Incident Management for complex, integrated e-commerce and retail systems
Conduct rapid impact analysis, coordinate cross-functional technical teams, and restore critical services through systematic troubleshooting and technical leadership
Govern the enterprise-wide IT Service Management operations including Problem, Change, Knowledge, Risk, and Configuration Management under ITIL and Agile frameworks
Work with Service NOW team to design and implement the processes in the tool as per the business needs
Develop and govern Change Advisory Board (CAB) procedures, validate change plans, and ensure alignment with enterprise compliance and availability requirements

Requirements

Excellent written and verbal communication, presentation, and collaboration skills
Team leadership skills
Knowledge of ServiceNow and its integration
Experience in Major Incident Management for complex, integrated e-commerce and retail systems
Govern the enterprise-wide IT Service Management operations including Problem, Change, Knowledge, Risk, and Configuration Management under ITIL and Agile frameworks

Benefits

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

Applicant Tracking System Keywords

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

Hard Skills & Tools

Major Incident ManagementImpact AnalysisSystematic TroubleshootingITILAgileChange ManagementProblem ManagementKnowledge ManagementRisk ManagementConfiguration Management

Soft Skills

Written CommunicationVerbal CommunicationPresentation SkillsCollaboration SkillsTeam Leadership