Lead strategic service leadership for platform stability and incident prevention.
Mentor team on ITIL/ITSM; coordinate activities.
Own critical customer escalations; participate in 24/7 on-call.
Oversee end-to-end incident management and PIRs.
Drive proactive service improvements using ITIL principles.
Serve as liaison between engineering, customer success, leadership, and customers.

🎯 Requirements

5+ years in Major Incident, Problem, and Relationship Management.
5+ years ITIL/ITSM experience.
ITIL v3 or v4 certification.
University degree or equivalent experience.
Excellent communication and stakeholder management.
Desirable: Prince2 or equivalent PM cert.

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