Service Operations Manager II

Summary

Join our team as an Incident Manager responsible for leading and managing the lifecycle of high-priority IT incidents. You will ensure efficient incident resolution by collaborating with technical support and business units, facilitating war room sessions, and analyzing incident trends. This role requires 3-5 years of experience in incident management or a similar field. Strong problem-solving, communication, and leadership skills are essential. On-call availability and flexibility are required to manage incidents outside of regular business hours. ITIL Foundation certification is desirable but not mandatory.

Requirements

• 3-5 years of experience in incident management, IT service management, or a similar role
• Strong problem-solving and analytical skills
• Multi-tasking
• Excellent verbal and written communication
• Ability to manage stress and handle complex situations effectively
• Strong leadership with a focus on teamwork and collaboration
• Proficiency in incident management tools and platforms (e.g., ServiceNow, Jira)
• Ability to work under pressure in a high-paced and dynamic environment

Responsibilities

• Lead/manage the lifecycle of all high-priority incidents, unplanned interruptions, service degradations, and failures in IT services while minimizing impact on business operations and ensuring service restoration
• Ensure incidents are correctly logged, prioritized, categorized, and provide updates on incident status, impacts, resolution progress, and post-incident summaries
• Collaborate and Coordinate with technical support teams and relevant business units to ensure efficient incident resolution
• Facilitate war room sessions and incident bridges for critical issues
• Work closely with problem management to transition incidents into problem
• Analyse incident trends and make recommendations for changes to minimize repeat incidents
• Ensure adherence to ITIL practices and continuous improvement of incident management

Preferred Qualifications

ITIL Foundation or higher certification

Benefits

Rotating weekend coverage (with days off in lieu)