We are seeking an experienced incident controller to lead the timely restoration of it services during major and high-impact incidents. The ideal candidate brings hands‑on experience coordinating incident responses within the servicenow ecosystem (incident, itsm, and event management) and possesses the communication prowess to manage diverse stakeholders under pressure.
key responsibilities
* major incident leadership: act as the primary incident controller for p1 and p2 (major/high‑severity) incidents.
* warroom coordination: facilitate incident calls and coordinate "warrooms," ensuring clear actions and owners are assigned while maintaining meticulous decision logs and timelines.
* servicenow management: create, update, and close incident records, ensuring accurate classification, impact assessment, and root cause indicators are documented.
* lifecycle oversight: drive the end‑to‑end lifecycle from initial triage and sla application to rca‑to‑resolution.
required qualifications
* experience: 3+ years in it incident management, soc, noc, or operations roles, with at least 1–2 years specifically as an incident controller.
* technical proficiency: extensive hands‑on experience with servicenow incident management (major incident workflows, work notes, and task management).
* communication: proven ability to lead major incident bridges and translate technical issues for non‑technical stakeholders.
* framework knowledge: strong understanding of itil principles regarding incident, problem, and change lifecycles.
* availability: must operate in the eastern time zone and be available for on‑call rotations and work outside normal business hours when incidents arise.
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