SeniorAdministrator - Incident Management, ServiceNow

Job Summary

Incident Manager : End‑to‑end ownership of high‑priority and major incidents across a multi‑vendor IT environment, ensuring rapid restoration, SLA adherence, and minimal business impact.\r\n Leads incident resolution and decision‑making, chairing technical and business bridges, managing escalations to senior IT leadership, and delivering clear, timely stakeholder communications.\r\n Drives service stability and continuous improvement through post‑incident reviews, trend analysis, and escalation into Problem Management for long‑term remediation.

Key Responsibilities

End‑to‑end ownership of high‑priority and major incidents across a multi‑vendor IT environment, ensuring rapid restoration, SLA adherence, and minimal business impact.\r\n Leads incident resolution and decision‑making, chairing technical and business bridges, managing escalations to senior IT leadership, and delivering clear, timely stakeholder communications.\r\n Drives service stability and continuous improvement through post‑incident reviews, trend analysis, and escalation into Problem Management for long‑term remediation.

Skill Requirements

Must be an experienced resource with Minimum 7+ years of experience in Incident Management with knowledge & sound understanding of various IT technologies/domains.\r\n• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.\r\n• Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution\r\n• Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.\r\n• Understanding of foundational IT technical issues and relationships\r\n• Sensitivity and urgency in dealing with line of business outages.\r\n

Other Requirements

ITIL Certified