Lead and mature the end-to-end Incident Management process to ensure timely resolution of service disruptions.
Oversee major incident response, including mobilizing cross-functional teams, communicating status updates, and ensuring proper root cause analysis and post-incident reviews.
Manage the Change Management lifecycle, including assessment, approval, scheduling, and governance of all IT changes.
Define, track, and report on key performance indicators across Incident, Change, and Onboarding processes.
Act as the primary point of contact for IT leaders, business stakeholders, and vendors regarding incident and change activities.
Partner with HR and departmental leadership to support the onboarding of new employees, ensuring proper access provisioning and technology readiness.

Requirements

5+ years of experience in IT Service Management, IT Operations, or related fields.
5+ years in a leadership supervisory or managerial role.
Strong knowledge of ITIL frameworks with hands-on Incident and Change Management experience.
Experience running Major Incident bridges and Change Advisory Boards (CAB).
Excellent communication, analytical, and stakeholder management skills.
Bachelor's degree in Computer Science, Information Systems, or equivalent professional experience (preferred).

Benefits

Health insurance
Retirement savings benefits
Life insurance
Disability benefits
Parental leave
Paid time off for sick leave and vacation

Applicant Tracking System Keywords

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

Hard skills

IT Service ManagementIncident ManagementChange ManagementITIL frameworksMajor Incident responseroot cause analysiskey performance indicatorsChange Advisory Boards

Soft skills

leadershipcommunicationanalytical skillsstakeholder management