IT Service Manager

Ovise is exclusively partnered with one of the largest restaurant and franchisee brands in the world! Playing a pivotal role in staffing their recent digital transformation and continuing this upward trajectory through data-driven decisions and technology.

The Incident Management Lead (IT Service Manager) will spearhead major incident response efforts, ensuring swift resolutions to minimize business impact and maintain operational continuity. They will oversee a team of skilled responders, liaising with stakeholders and utilizing their expertise to diagnose, troubleshoot, and resolve incidents promptly and accurately.

Key Responsibilities:

Leading and managing the Incident Management team, defining, implementing, and monitoring the Incident Management process in alignment with best practices and ITIL guidelines. Providing coaching and mentorship to team members to enhance their incident-handling capabilities.

Overseeing Major Incident Response by establishing clear escalation procedures, prioritizing incidents based on urgency and business impact, and coordinating resources for efficient resolution.

Facilitating effective communication with stakeholders, including IT leadership, business units, and affected users, ensuring transparent updates on incident progress and resolution timelines.

Monitoring and tracking incident progress using incident management tools, ensuring timely resolution within established timeframes to minimize business disruption.

Developing and maintaining incident response documentation, including procedures and escalation guidelines, and conducting post-incident reviews to identify root causes and implement corrective actions.

Collaborating with other IT teams, such as the Service Desk, Problem Management, and Change Management, as well as engaging with vendors and external partners to ensure seamless incident resolution and prevention of future occurrences.

Staying informed about emerging trends and technologies in incident management, sharing knowledge with the team, and contributing to process improvement efforts.

Qualifications:

Minimum 2 years of experience in IT incident and Major Incident Management.

Proven leadership experience in fast-paced environments.

Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.

Excellent communication and interpersonal skills, with the ability to communicate effectively under pressure.

Demonstrated analytical and problem-solving skills.

Working knowledge of ticketing systems, monitoring tools, and incident management tools.

Experience with implementing and managing ITIL-based incident management processes.

Familiarity with IT service management (ITSM) frameworks and methodologies.

Experience with incident management tools such as ServiceNow and Opsgenie.

Strong customer focus and commitment to quality.

Experience in crisis management and familiarity with cloud technologies and distributed systems.

Excellent time management, organizational, and project management skills.