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Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Lead and coordinate major incident war rooms from initiation through service restoration.
- Assess incident severity, business impact, affected services, and prioritize recovery efforts.
- Drive a restoration-first approach by coordinating failover, rollback, rerouting, workaround, and recovery activities.
- Coordinate cross-functional technical teams, vendors, and operational stakeholders during critical incidents.
- Provide timely communication and executive-level updates on incident status, business impact, recovery progress, and estimated resolution timelines.
- Monitor incident progress, track action items, dependencies, and ensure accountability across participating teams.
- Maintain accurate incident documentation including timelines, decisions, recovery actions, MTTR, MTTD, and problem records.
- Utilize AI tools to assist with incident documentation, RCA drafting, transcript summarization, and operational efficiency.
- Participate in a 24x7 on-call and rotational support model for major incident management.
Requirements
What you’ll need- 3+ years of experience in IT Operations, Production Support, Service Operations, Network Operations, Contact Center Operations, Incident Management, or related operational roles.
- Experience serving as an Incident Manager, Incident Commander, Command Center, Site Reliability Operations, or similar position.
- Strong experience managing enterprise production incidents and driving service restoration.
- Experience using ServiceNow or similar enterprise incident management and ticketing platforms.
- Familiarity with enterprise contact center platforms such as Amazon Connect, Genesys, NICE CXone, or similar technologies.
- Excellent verbal, written, stakeholder management, and executive communication skills.
- Strong analytical, troubleshooting, and decision-making abilities.
- Willingness to work rotational shifts in a 24x7x365 command center environment.
- Demonstrated experience using AI/GenAI tools such as Microsoft Copilot, Claude, or similar platforms for operational productivity.
Benefits
Comp & perks- Culture of Relentless Performance: Join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: Enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- Work From Anywhere Culture: Make the most of the flexibility that comes with remote work.
- Growth Mindset: Reap the benefits of professional development opportunities, certification programs, mentorship, internal mobility, and internship opportunities.
- Global Impact: Collaborate on impactful projects for leading global clients.
- Welcoming Multicultural Environment: Thrive in an inclusive workplace with open communication and regular team-building activities.
- Social Sustainability Values: Join an organization committed to IT education, community empowerment, environmental sustainability, fair operating practices, and gender equality.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT OperationsProduction SupportService OperationsNetwork OperationsIncident ManagementTroubleshootingAnalytical SkillsDecision-MakingDocumentation ManagementMTTR/MTTD Tracking
Soft Skills
Verbal CommunicationWritten CommunicationStakeholder Management