Responsibilities We are looking for 12+ years of experience in IT operations management with the key responsibilities below.

• Key Responsibilities Problem Management

• Own and manage the end‑to‑end lifecycle of Problems, including identification, prioritization, investigation, root cause analysis (RCA), and closure.

• Facilitate major problem lookbacks following Sev1 and Sev2 incidents to identify systemic issues and prevent recurrence.

• Partner with engineering and platform teams to drive permanent corrective actions and track remediation progress.

• Analyze incident and problem trends to identify patterns, risk areas, and improvement opportunities.

• Ensure Problem records meet enterprise quality standards, including documentation, RCA completeness, and action tracking.

• Major Incident Management

• Act as a Major Incident Manager during high‑severity incidents, providing leadership, structure, and coordination across technical and business stakeholders.

• Ensure timely escalation, stakeholder communication, and executive visibility during major incidents.

• Guide teams through incident response processes to minimize business impact and mean time to restore (MTTR).

• Support post‑incident reviews and ensure lessons learned are incorporated into operational practices.

• Contribute to the continuous improvement of incident response models, severity definitions, and escalation processes.

• Availability Management

• Monitor and manage the availability of critical applications and services, ensuring alignment with defined SLOs and availability targets.

• Produce and review availability, outage, and MTTR metrics, translating operational data into meaningful insights for technology and business leaders.

• Drive improvements in monitoring, alerting, and observability to enable proactive detection of service degradation. ________________________________________

Technical & Process Skills

• Deep working knowledge of Incident, Major Incident, Problem, Change, and Availability Management aligned to ITIL practices
• Proven capability to lead Sev1 / Sev2 incidents end‑to‑end
• Strong understanding of severity definitions, escalation triggers, and IC engagement expectations
• Familiarity with SLO concepts and service reliability expectations Professional Competencies Communication & Influence
• Communicates complex technical issues in clear, business‑relevant language Incident Leadership & Decision‑Making
• Maintains composure and clarity under pressure during high‑impact incidents Accountability & Ownership
• Follows incidents and problems through to sustainable resolution Collaboration & Partnership
• Works effectively across global teams and time zones Continuous Improvement Mindset
• Actively identifies opportunities to improve.

Certifications ITIL - Preferred Qualifications We are looking for 12+ years of experience in IT operations management with the key responsibilities stated in JD.

We are looking for 12+ years of experience in IT operations management with the key responsibilities below.

• Key Responsibilities Problem Management

• Own and manage the end‑to‑end lifecycle of Problems, including identification, prioritization, investigation, root cause analysis (RCA), and closure.

• Facilitate major problem lookbacks following Sev1 and Sev2 incidents to identify systemic issues and prevent recurrence.

• Partner with engineering and platform teams to drive permanent corrective actions and track remediation progress.

• Analyze incident and problem trends to identify patterns, risk areas, and improvement opportunities.

• Ensure Problem records meet enterprise quality standards, including documentation, RCA completeness, and action tracking.

• Major Incident Management

• Act as a Major Incident Manager during high‑severity incidents, providing leadership, structure, and coordination across technical and business stakeholders.

• Ensure timely escalation, stakeholder communication, and executive visibility during major incidents.

• Guide teams through incident response processes to minimize business impact and mean time to restore (MTTR).

• Support post‑incident reviews and ensure lessons learned are incorporated into operational practices.

• Contribute to the continuous improvement of incident response models, severity definitions, and escalation processes.

• Availability Management

• Monitor and manage the availability of critical applications and services, ensuring alignment with defined SLOs and availability targets.

• Produce and review availability, outage, and MTTR metrics, translating operational data into meaningful insights for technology and business leaders.

• Drive improvements in monitoring, alerting, and observability to enable proactive detection of service degradation. ________________________________________

Technical & Process Skills

• Deep working knowledge of Incident, Major Incident, Problem, Change, and Availability Management aligned to ITIL practices
• Proven capability to lead Sev1 / Sev2 incidents end‑to‑end
• Strong understanding of severity definitions, escalation triggers, and IC engagement expectations
• Familiarity with SLO concepts and service reliability expectations Professional Competencies Communication & Influence
• Communicates complex technical issues in clear, business‑relevant language Incident Leadership & Decision‑Making
• Maintains composure and clarity under pressure during high‑impact incidents Accountability & Ownership
• Follows incidents and problems through to sustainable resolution Collaboration & Partnership
• Works effectively across global teams and time zones Continuous Improvement Mindset
• Actively identifies opportunities to improve.

Certifications ITIL - Preferred:

We are looking for 12+ years of experience in IT operations management with the key responsibilities stated in JD.