ITSM Incident & Problem Manager

The Incident & Problem Manager will play a critical role in protecting service reliability, enforcing ITSM discipline, and ensuring consistent operational outcomes in a 24×7 operational oversight environment. The role involves incident management, ITSM process ownership, service availability and reliability, observability and operational intelligence, communication and executive engagement, and post-incident and continuous improvement.

Requirements

• 3-6 years of experience in Incident Management/Major Incident/Command Center operations
• Production operations or site reliability support
• Proven experience managing high-severity incidents in 24×7 environments
• Demonstrated ownership of service reliability and operational KPIs
• Strong working knowledge of ITIL/ITSM frameworks
• Experience enforcing ITSM discipline across distributed technology teams

Benefits

• Market competitive monthly gross salary
• Great career growth and development opportunities in a global organization
• Generous insurance (health, disability, life)
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
• Paid volunteering opportunities (5 days per year)