62143: Mgr-IT Service Mgmt

POSITION OVERVIEW:

Serves as the single point of authority during service disruptions. Role owns severity declaration, command leadership, and business communications when IT incidents impact operations.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Declare incident severity and invoke Major Incident processes.
• Assume command and authority during outages and service degradation.
• Lead incident bridges and direct L3, SRE, Field Support, Infrastructure, Security, and vendors.
• Own executive and business communications during incidents.
• Make recovery decisions (restore, rollback, workaround) based on business impact.
• Ensure accurate documentation, timelines, and stakeholder updates.
• Lead post-incident reviews (PIRs) and track corrective actions.
• Partner with SRE and L3 to eliminate recurring incidents.
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned.

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

QUALIFICATIONS:

• Bachelor's degree/equivalent in computer science, engineering, information systems, or related fields.
• Seven (7) years' experience in IT operations, service management, or incident leadership.
• Proven experience running major incidents in complex environments.
• Strong facilitation and executive presence.
• Strong familiarity with ITSM tools (e.g., ServiceNow), and proven ability to collaborate across SRE, Engineering, and incident management teams.
• Experience with enterprise application support experience, a focus on reducing incident recurrence and MTTR.
• Problem management and ITIL incident experience preferred.
• Strong and clear leadership during disruption and high executive confidence during outages.
• Knowledge of high-quality escalation to Engineering.

JOB CONDITIONS:

• Some travel required

Seeking candidates with enterprise application support experience, a focus on reducing incident recurrence and MTTR, strong familiarity with ITSM tools (e.g., ServiceNow), and proven ability to collaborate across SRE, Engineering, and incident management teams.