ITSM Process Lead

About Us

We are a leading technology solutions provider with a clear vision: to unite the power of people and technology to build a better future. Our culture is founded on a core set of values that guide how we collaborate and deliver outstanding results for our clients. As we expand our service enablement capabilities, we are excited to build a new, dedicated team of ITSM experts.

The Opportunity

This is your chance to be a foundational member of a new, fully remote ITSM Process team. We are looking for an ITSM Process Lead to establish and drive best practices in a high -impact environment. We are focused on finding the right people and believe in quality over speed in our hiring approach.

You will be instrumental in ensuring service stability for our clients by expertly managing incidents, problems, and changes with a calm, process -driven approach.

What You'll Do

• Lead Major Incident Management: Take immediate command during high -priority incidents, coordinating technical teams, communicating with stakeholders, and driving swift service restoration.
  

• Drive Proactive Problem Management: Lead technical investigations to determine the root cause of incidents (RCA), document workarounds, and implement permanent solutions to prevent recurrence.
  

• Govern Change Management: Coordinate and manage the Change Advisory Board (CAB), produce and communicate the Forward Schedule of Change, and ensure all changes are assessed and deployed smoothly.
  

• Analyze and Report: Develop metrics and reporting to track performance, identify trends, and fuel continuous service improvement (CSI) initiatives.
  

• Collaborate and Educate: Work across technical and non -technical teams to embed ITSM best practices and contribute to our shared knowledge base.
  

Requirements

What You'll Bring (The Must -Haves)

• Proven experience specifically in Major Incident Management (MIM). This is a non -negotiable requirement.
  

• A strong background in core ITSM processes (Incident, Change, Problem Management).
  

• Experience working within a 24/7 operational support environment.
  

• The ability and willingness to work rotating shifts to ensure seamless coverage. This will be a permanent work -from -home position. 
  

Bonus Points (The Nice -to -Haves)

• A technical background from a role such as Service Desk, Systems Engineering, or Network Operations.
  

• ITIL v3 Foundation Certification: This is a strong plus. However, for an exceptional candidate with the right operational experience, we are open to sponsoring your certification.
  

Who You Are

• Self -Sufficient: You are a disciplined and motivated individual who thrives in a fully remote work setting.
  

• Process -Oriented: You find structure in chaos and believe in the power of well -defined processes to achieve great outcomes.
  

• Calm Under Pressure: You excel in high -stakes situations, maintaining focus and clarity when it matters most.