Track Manager (Support & Operations)

Job Summary

Incident Management \"Run Major Incident Management (MIM) program. Facilitate war rooms and bridge calls. Escalate critical issues to executive leadership. Ensure lessons learned are captured after incidents.\" \"Establish and maintain the Incident Management process. Lead major incident management governance. Ensure incident prioritization and escalation procedures are followed. Coordinate cross-functional teams during critical outages. Provide executive communications and business updates during major incidents. Monitor SLA compliance and incident resolution performance. Conduct incident reviews and identify improvement opportunities. Manage relationships with vendors during service disruptions. Ensure proper documentation of incidents and resolution activities.\" Problem Management \"Chair problem review meetings. Ensure accountability for remediation actions. Drive long-term service stability improvements. Identify systemic risks and operational gaps.\" \"Develop and govern the Problem Management process. Ensure Root Cause Analysis (RCA) is completed for high-impact incidents. Drive corrective and preventive actions. Track known errors and workarounds. Prioritize problems based on business risk and recurring impact. Facilitate cross-team investigations. Monitor effectiveness of remediation efforts. Report recurring service issues to leadership.\" Change Management \"Lead CAB meetings. Challenge risk assessments where needed. Balance speed of delivery with operational stability. Coordinate major enterprise-wide releases and maintenance events.\" \"Govern the Change Management process. Ensure proper risk assessments are performed. Review and approve significant changes. Chair or manage Change Advisory Board (CAB) meetings. Ensure change records are complete and compliant. Evaluate implementation and rollback plans. Monitor emergency change processes. Review failed changes and drive corrective actions. Ensure change schedules minimize business disruption.\" Core Skills / Qualifications 1. IT Service Management Expertise Strong understanding of ITIL framework and best practices. Deep knowledge of Incident, Problem, Change, Request, and Knowledge Management processes. Experience developing and enforcing ITSM governance. Ability to establish KPIs, SLAs, OLAs, and operational metrics. Team leadership and coaching Executive communication ITIL V3/V4 Foundation/Professional certification mandatory 2. Technical Skills Although not necessarily hands-on, an ITSM Manager should understand: IT Infrastructure (Servers, Storage, Cloud) Network Operations Databases Application Support Cybersecurity Operations Monitoring and Observability Platforms Disaster Recovery and Business Continuity Automation and Workflow Technologies

Key Responsibilities

Incident Management \"Run Major Incident Management (MIM) program. Facilitate war rooms and bridge calls. Escalate critical issues to executive leadership. Ensure lessons learned are captured after incidents.\" \"Establish and maintain the Incident Management process. Lead major incident management governance. Ensure incident prioritization and escalation procedures are followed. Coordinate cross-functional teams during critical outages. Provide executive communications and business updates during major incidents. Monitor SLA compliance and incident resolution performance. Conduct incident reviews and identify improvement opportunities. Manage relationships with vendors during service disruptions. Ensure proper documentation of incidents and resolution activities.\" Problem Management \"Chair problem review meetings. Ensure accountability for remediation actions. Drive long-term service stability improvements. Identify systemic risks and operational gaps.\" \"Develop and govern the Problem Management process. Ensure Root Cause Analysis (RCA) is completed for high-impact incidents. Drive corrective and preventive actions. Track known errors and workarounds. Prioritize problems based on business risk and recurring impact. Facilitate cross-team investigations. Monitor effectiveness of remediation efforts. Report recurring service issues to leadership.\" Change Management \"Lead CAB meetings. Challenge risk assessments where needed. Balance speed of delivery with operational stability. Coordinate major enterprise-wide releases and maintenance events.\" \"Govern the Change Management process. Ensure proper risk assessments are performed. Review and approve significant changes. Chair or manage Change Advisory Board (CAB) meetings. Ensure change records are complete and compliant. Evaluate implementation and rollback plans. Monitor emergency change processes. Review failed changes and drive corrective actions. Ensure change schedules minimize business disruption.\" Core Skills / Qualifications 1. IT Service Management Expertise Strong understanding of ITIL framework and best practices. Deep knowledge of Incident, Problem, Change, Request, and Knowledge Management processes. Experience developing and enforcing ITSM governance. Ability to establish KPIs, SLAs, OLAs, and operational metrics. Team leadership and coaching Executive communication ITIL V3/V4 Foundation/Professional certification mandatory 2. Technical Skills Although not necessarily hands-on, an ITSM Manager should understand: IT Infrastructure (Servers, Storage, Cloud) Network Operations Databases Application Support Cybersecurity Operations Monitoring and Observability Platforms Disaster Recovery and Business Continuity Automation and Workflow Technologies

Skill Requirements

Incident Management \"Run Major Incident Management (MIM) program. Facilitate war rooms and bridge calls. Escalate critical issues to executive leadership. Ensure lessons learned are captured after incidents.\" \"Establish and maintain the Incident Management process. Lead major incident management governance. Ensure incident prioritization and escalation procedures are followed. Coordinate cross-functional teams during critical outages. Provide executive communications and business updates during major incidents. Monitor SLA compliance and incident resolution performance. Conduct incident reviews and identify improvement opportunities. Manage relationships with vendors during service disruptions. Ensure proper documentation of incidents and resolution activities.\" Problem Management \"Chair problem review meetings. Ensure accountability for remediation actions. Drive long-term service stability improvements. Identify systemic risks and operational gaps.\" \"Develop and govern the Problem Management process. Ensure Root Cause Analysis (RCA) is completed for high-impact incidents. Drive corrective and preventive actions. Track known errors and workarounds. Prioritize problems based on business risk and recurring impact. Facilitate cross-team investigations. Monitor effectiveness of remediation efforts. Report recurring service issues to leadership.\" Change Management \"Lead CAB meetings. Challenge risk assessments where needed. Balance speed of delivery with operational stability. Coordinate major enterprise-wide releases and maintenance events.\" \"Govern the Change Management process. Ensure proper risk assessments are performed. Review and approve significant changes. Chair or manage Change Advisory Board (CAB) meetings. Ensure change records are complete and compliant. Evaluate implementation and rollback plans. Monitor emergency change processes. Review failed changes and drive corrective actions. Ensure change schedules minimize business disruption.\" Core Skills / Qualifications 1. IT Service Management Expertise Strong understanding of ITIL framework and best practices. Deep knowledge of Incident, Problem, Change, Request, and Knowledge Management processes. Experience developing and enforcing ITSM governance. Ability to establish KPIs, SLAs, OLAs, and operational metrics. Team leadership and coaching Executive communication ITIL V3/V4 Foundation/Professional certification mandatory 2. Technical Skills Although not necessarily hands-on, an ITSM Manager should understand: IT Infrastructure (Servers, Storage, Cloud) Network Operations Databases Application Support Cybersecurity Operations Monitoring and Observability Platforms Disaster Recovery and Business Continuity Automation and Workflow Technologies

Other Requirements

Incident Management \"Run Major Incident Management (MIM) program. Facilitate war rooms and bridge calls. Escalate critical issues to executive leadership. Ensure lessons learned are captured after incidents.\" \"Establish and maintain the Incident Management process. Lead major incident management governance. Ensure incident prioritization and escalation procedures are followed. Coordinate cross-functional teams during critical outages. Provide executive communications and business updates during major incidents. Monitor SLA compliance and incident resolution performance. Conduct incident reviews and identify improvement opportunities. Manage relationships with vendors during service disruptions. Ensure proper documentation of incidents and resolution activities.\" Problem Management \"Chair problem review meetings. Ensure accountability for remediation actions. Drive long-term service stability improvements. Identify systemic risks and operational gaps.\" \"Develop and govern the Problem Management process. Ensure Root Cause Analysis (RCA) is completed for high-impact incidents. Drive corrective and preventive actions. Track known errors and workarounds. Prioritize problems based on business risk and recurring impact. Facilitate cross-team investigations. Monitor effectiveness of remediation efforts. Report recurring service issues to leadership.\" Change Management \"Lead CAB meetings. Challenge risk assessments where needed. Balance speed of delivery with operational stability. Coordinate major enterprise-wide releases and maintenance events.\" \"Govern the Change Management process. Ensure proper risk assessments are performed. Review and approve significant changes. Chair or manage Change Advisory Board (CAB) meetings. Ensure change records are complete and compliant. Evaluate implementation and rollback plans. Monitor emergency change processes. Review failed changes and drive corrective actions. Ensure change schedules minimize business disruption.\" Core Skills / Qualifications 1. IT Service Management Expertise Strong understanding of ITIL framework and best practices. Deep knowledge of Incident, Problem, Change, Request, and Knowledge Management processes. Experience developing and enforcing ITSM governance. Ability to establish KPIs, SLAs, OLAs, and operational metrics. Team leadership and coaching Executive communication ITIL V3/V4 Foundation/Professional certification mandatory 2. Technical Skills Although not necessarily hands-on, an ITSM Manager should understand: IT Infrastructure (Servers, Storage, Cloud) Network Operations Databases Application Support Cybersecurity Operations Monitoring and Observability Platforms Disaster Recovery and Business Continuity Automation and Workflow Technologies