Incident and Problem Management

Position Objective

Key role in ensuring IT services remain stable, resilient, and aligned with business priorities. Combining operational leadership with technical understanding, this role oversees major incident management, service reliability, and continuous improvement across the IT landscape. The Service Operations Manager acts as a bridge between technical engineering teams and business stakeholders, ensuring both rapid resolution and long-term service health. The role will work with a variety of stakeholders from multiple technical domains such as Network, Cloud, Infra, ITSM, Monitoring tools, and business applications.

Main Responsibilities

Incident Management

Lead Critical/Major Incidents, manage the troubleshooting calls, and ensure the services are recovered in minimum time. Assess and articulate the business impact of technical issues to guide prioritization and stakeholder communication. Review Hig...