Lead customer communication during major incidents, service disruptions, planned maintenance, and critical operational activities.
Coordinate with Product, Engineering, Cloud, Support, and Application teams to drive timely resolution of customer-impacting issues.
Review service performance, identify trends, and drive corrective and preventive actions.
Conduct/coordinate service reviews, operational reviews, backlog reviews, and KPI discussions with customers and internal stakeholders.
Ensure RCA, incident documentation, problem management, and action items are completed within agreed timelines.
Proactively identify operational risks and escalate issues requiring management attention.
Drive continuous improvement and service optimization through process enhancements, automation, reporting, and governance.
Maintain accurate operational dashboards and reports covering SLA compliance, backlog, aging, incidents, changes, batch health, and service performance.
What we are looking for
Service Management / Industry Experience
8-13 years of experience in IT Service Management, Application Support, Production Support, or IT Operations.
Strong understanding of ITIL practices and service management processes.
Experience working in customer-facing service management or managed services environments.
Leading and running bridges.
Experience managing multiple stakeholders across business, technical, and leadership teams.
Ready to work in Night shifts
ITIL Certified
Weekend shifts
Immediate Joiners Preferred.
Technical Skills
Strong understanding of Incident, Problem, Change, Request, and Major Incident Management.
Experience with ServiceNow or similar ITSM platforms.
Good understanding of SLA/KPI governance, operational reporting, monitoring, and service dashboards.
Ability to understand technical issues across applications, databases, integrations, cloud platforms, APIs, batch processes, and data flows.
Good analytical skills with experience using Excel, Power BI, or similar reporting/analytics tools.
Soft Skills
Strong customer communication and stakeholder management skills.
Excellent coordination, prioritization, and escalation-management abilities.
Ability to communicate complex technical issues in a clear and business-friendly manner.
Strong ownership and ability to work effectively in a high-pressure production environment.
Good presentation, documentation, and problem-solving skills.
Ability to drive teams toward accountability and timely resolution
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
