Why you should join?

We’re building a new global team! Love new challenges, creating things from scratch, and working without micromanagement? Join us.

Dimensions:

Your ideal background:

• Major Incident Handling: 

• Lead the end-to-end major incident response process, ensuring quick resolution and communication across stakeholders. 

• Act as a single point of contact (SPOC) for all major incidents, driving resolution and accountability. 

• Ensure adherence to agreed service level agreements (SLAs) and escalation procedures. 

• Incident Coordination and Communication: 

• Facilitate incident response calls with technical teams and stakeholders. 

• Provide timely and clear communication to leadership, customers, and affected business units. 

• Issue post-incident reports and service updates to relevant parties. 

• Root Cause Analysis & Problem Management: 

• Collaborate with Problem Management to conduct root cause analysis (RCA) after major incidents. 

• Recommend and track corrective actions to prevent recurrence of similar issues. 

• Stakeholder Management: 

• Build strong relationships with key business and IT stakeholders to ensure alignment on major incident response plans. 

• Provide both technical and vendor relations leadership and guidance for all stakeholders involved. 

• Respond promptly to all requests from management for information and complete all assigned projects in a timely, accurate manner. 

• Drive consistency in ITSM process execution across multiple actors.  

• Continuous Improvement: 

• Drive process improvements actively and utilize lessons learned from incidents to enhance incident response effectiveness. 

• Contribute to the refinement of ITIL 4-aligned processes, including incident, problem, and change management. 

• Monitoring & Reporting: 

• Maintain accurate documentation of major incidents, including timeline, actions taken, and final resolutions. 

• Provide performance reports and trend analysis to leadership. 

• Monitor and manage the performance of the SIAM functional area. 

Your ideal background:

Required: 

• Strong knowledge of ITIL 4 practices, specifically incident, problem, change and knowledge management. 

• Familiarity with IT service management (ITSM) tools such as ServiceNow, BMC Remedy, Jira Service Management, etc. 

• Understanding of IT infrastructure components (networks, servers, applications, cloud environments). 

• Ability to interpret monitoring and alerting data to support troubleshooting efforts. 

• Excellent verbal and written communication and interpersonal skills to engage technical and non-technical stakeholders. 

• Ability to interface with all levels of people – customers, support personnel, management – effectively and efficiently. 

• Strong meeting facilitation skills 

• Strong problem-solving and analytical abilities under high-pressure situations. 

• Leadership skills to guide diverse technical teams toward resolution. 

• Conflict resolution and negotiation skills to manage competing priorities. 

• Ability to remain calm and composed in crisis situations. 
• 3-5 years of relevant experience in Operational/Service Management/ SIAM 

Desired: 

• Strong attention to detail and organizational skills. 

• Ability to work in a fast-paced, 24/7 operational environment. 

• Experience with Agile and DevOps environments is a plus. 

• Industry certifications such as ITIL 4 Foundation, ITIL 4 are preferred. 

   

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Competencies