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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident management, problem management, and change management, with a strong focus on operational resilience and service reliability. Proficient in coordinating technical incident resolution and leading cross-functional teams to ensure effective communication and compliance with ITIL processes.
Highest-signal resume keywords
Incident ManagementServiceNowProblem ManagementTechnical TriageChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementChange ManagementTechnical TriageRelease CoordinationRoot-Cause AnalysisApplication SupportOperational Decision-MakingSLA ManagementKPI Monitoring
Soft Skills
Strong CommunicationAnalytical MindsetOrganizationPrioritizationStakeholder Management
Tools & Technologies
ServiceNowITSM Platforms
Industry Keywords
ITILOperational GovernanceApplication HealthOperational RisksContinuous Improvement
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Lead the daily incident management process across all supported applications, ensuring incidents are reviewed, prioritized, and progressed based on business impact.
- Organize and facilitate daily incident review meetings, reviewing application health, critical incidents, SLA performance, and operational risks.
- Monitor ServiceNow queues, SLAs, KPIs, ticket hygiene, and process compliance to maintain clear operational visibility and control.
- Coordinate incident resolution activities across L2, L3, vendors, business teams, and other technical stakeholders.
- Validate incident severity, impact, priority, technical evidence, and closure quality before completion.
- Lead L2 activities during Major Incidents, including technical bridge coordination, resolution tracking, stakeholder communication, and escalation when required.
- Facilitate post-major incident reviews, ensuring lessons learned are documented, owned, and followed through to completion.
- Perform technical triage for complex incidents by reviewing logs, monitoring alerts, system behavior, and available diagnostic evidence.
- Guide engineers during troubleshooting and ensure sufficient technical analysis is completed before escalation to L3 or engineering teams.
- Coordinate application releases with L3 engineering teams, validating release readiness, deployment plans, rollback strategies, and post-deployment checks.
- Support emergency releases and hotfix implementation while ensuring appropriate risk assessment, communication, and approval steps are followed.
- Participate in CAB and change approval activities, representing operational readiness, service impact, and technical risk considerations.
- Drive problem management for recurring incidents by leading root-cause analysis, coordinating permanent fixes, and tracking corrective actions.
- Support availability, service reliability, and operational resilience through proactive monitoring, trend analysis, and continuous improvement initiatives.
- Maintain audit readiness and ensure adherence to ITIL processes, operational standards, documentation practices, and knowledge management expectations.
Requirements
What you’ll need- 5+ years of experience in Technical Service Delivery, Application Support, IT Operations, Production Support, or a similar technical leadership role.
- Strong hands-on understanding of incident management, major incident management, problem management, change management, and release coordination.
- Experience leading technical incident triage, troubleshooting coordination, escalation management, and operational decision-making under pressure.
- Ability to review logs, monitoring alerts, application behavior, technical evidence, and service health indicators to support incident investigation.
- Good understanding of application support models, L2/L3 collaboration, vendor coordination, production deployments, rollback planning, and post-deployment validation.
- Experience using ServiceNow or similar ITSM platforms to manage queues, SLAs, KPIs, ticket quality, reporting, and process compliance.
- Strong communication skills, with the ability to translate technical issues into clear updates for business stakeholders and senior audiences.
- Analytical mindset with experience driving root-cause analysis, recurring incident reduction, corrective actions, and continuous improvement.
- Ability to guide engineers, challenge technical assumptions, and maintain ownership of resolution progress without necessarily being the final code-level resolver.
- Strong organization, prioritization, accountability, stakeholder management, and operational governance skills.
Benefits
Comp & perks- A competitive compensation package that grows with your impact.
- Annual Performance and Salary Reviews to celebrate your progress.
- Monthly Meal Vouchers to fuel your creativity.
- Premium Private Health Coverage for you and your family.
- Extra vacation days to recharge and explore.
- Yearly training budget to master new skills.
- Cutting-edge tech setup with optional upgrades to customize your gear.
- Structured growth plans and regular progress check-ins.