Service Management

Role Summary

We are looking for a Service Management Specialist to support and govern IT service continuity, operational resilience, and service assurance across enterprise environments. This role will be responsible for Disaster Recovery, Business Continuity Management, Incident, Problem, and Change Management to ensure compliance, availability, and business uptime.

Key Responsibilities

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  Drive Disaster Recovery (DR) planning, testing, coordination, and execution across critical applications and infrastructure

  
  


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  Support Business Continuity (BCM) efforts including risk assessment, documentation, and resiliency planning

  
  


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  Lead and manage ITIL processes including:

  
  
  
  
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    Incident Management

    
    
  
  
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    Problem Management

    
    
  
  
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    Change Management

    
    
  
  
  
  


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  Coordinate with application, infrastructure, and security teams during major incidents to restore services within defined SLAs and minimize business impact

  
  


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  Facilitate Root Cause Analysis (RCA) and follow-up actions for high severity incidents

  
  


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  Manage change lifecycle approvals, scheduling, conflict resolution, and risk assessments to ensure safe deployment practices

  
  


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  Maintain DR documentation, runbooks, post-mortem reports, and compliance artifacts

  
  


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  Support audits, governance reviews, and operational readiness initiatives

  
  


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  Provide regular reporting on service health, KPI metrics, risk status, and improvement actions to leadership and stakeholders

  
  

Required Skills & Experience

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  3–10+ years in Service Management, BCM, DR, or IT Operations

  
  


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  Strong knowledge of ITIL processes and enterprise operational workflows

  
  


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  Experience in:
  ✔ Disaster Recovery
  ✔ Business Continuity Management
  ✔ Incident / Problem / Change

  
  


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  Ability to facilitate war-room communications during outages

  
  


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  Strong documentation, analytical thinking, and stakeholder communication skills

  
  

About Encora

Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.

At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality