Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Working hours

Regular working hours

Job source

dejobs.org

Tech stack

Artificial Intelligence Databases Information Technology Operations Network Troubleshooting Database Performance Servicenow

Job description

• Lead and manage incident bridge calls across multiple technical teams (network, server, DBA, application teams) * Act as the central coordinator during incidents, ensuring the call stays focused and does not escalate unnecessarily * Manage incidents across a variety of issues, including: o Application failures o Network issues o Database performance problems o System outages and degradations * Track and document incident timelines, actions taken, and ownership * Drive incidents from initial issue * resolution, including escalation when needed * Partner with SMEs to ensure efficient troubleshooting and resolution * Handle varying levels of severity, including: o Daily incidents o Potential escalation from minor issues * outages * major incidents * Operate within a high-volume environment, with occasional concurrent bridge calls * Collaborate within a global team structure spanning U.S., India, and Mexico

Requirements

• 2-5 years of experience in Incident Management or related IT operations roles * Experience leading bridge calls / managing major incident calls (this is critical) * Strong understanding of incident management processes (ITIL framework) * ITIL Certification (preferred and strongly desired; may be treated as required) * Hands-on experience with ServiceNow * Ability to coordinate across cross-functional technical teams (network, server, database, etc.) * Strong communication skills with the ability to stay calm and control high-pressure situations * Experience documenting incident timelines, ownership, and escalation paths * Ability to escalate effectively when issues stall or worsen * Degree or equivalent hands-on experience * Experience working in a Command Center / NOC-style environment * Exposure to large enterprise environments (200+ applications) * Familiarity with: o Application outages and degradation scenarios o Database issues (e.g., long-running queries, contention) o Network instability and infrastructure incidents * Experience in AI-driven ITSM environments or exposure to automation tools (e.g., ServiceNow “Now Assist”) * Prior experience in a global “follow-the-sun” support model * Strong alignment with team-oriented culture and structured operating models

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