Serve in a rotating 24/7 on-call schedule as the primary Major Incident Manager
Lead major incident response calls and coordinate cross-functional teams to restore service quickly
Deliver concurrent executive-level communications and stakeholder updates during active incidents and post-event reviews
Monitor and manage the change queue to ensure changes are properly reviewed, scheduled, and communicated
Partner with business and technical teams to resolve change conflicts and reduce operational risk
Coordinate post-incident Root Cause Analysis (RCA) reviews, lessons learned, and corrective action tracking
Support Problem Management by providing visibility into open issues and recurring trends
Assist with Business Continuity planning activities, including tabletop exercises
Develop and maintain ITSM process documentation, templates, and reporting
Identify and implement automation and AI-driven improvements to enhance incident response, site reliability, governance, reporting, analysis, and overall operational efficiency and maturity

Bachelor’s degree in technology or related field or equivalent experience
1+ year of experience in IT, Support, Customer Service or Analytics
Experience facilitating meetings, coordinating cross-functional teams, or supporting operational processes preferred
Major Incident Leadership & Execution
Operational Coordination & Prioritization
Communication & Stakeholder Engagement
Analytical Thinking & Continuous Improvement
Technical Adaptability & Modern Tool Utilization

IT Service Management Analyst – On-Call Rotation Required

Key skills