Qualifications

• Proven experience in IT Service Delivery, Incident Management, Release Management, or IT Operations.
• Strong understanding of ITIL processes (Incident, Change, Problem, and Release Management).
• Experience coordinating software releases, patches, and production deployments.
• Ability to manage major incidents and coordinate cross-functional teams during service disruptions.
• Strong stakeholder management and communication skills.
• Experience collaborating with development, QA, infrastructure, and operations teams.
• Knowledge of change management processes and risk assessment methodologies.
• Experience monitoring service performance and driving continuous improvement.
• Ability to prioritize multiple activities in fast-paced environments.
• Strong analytical and problem-solving skills.
• Experience creating and maintaining operational documentation and reports.
• Familiarity with ITSM and project management tools (ServiceNow, Jira, Confluence, Azure DevOps, etc.).
• Experience defining and tracking KPIs, SLAs, and operational metrics.
• Ability to lead incident reviews, root cause analyses, and post-implementation reviews.
• Strong organizational skills and attention to detail.
• Bachelor's degree in IT, Computer Science, Engineering, Business Information Systems, or a related field (preferred).
• ITIL Foundation certification or higher (preferred).