production Support Incident Manager, ITSM, ITIL, ServiceNow

Roles and Responsibilities

• Lead end‑to‑end incident management for production environments, ensuring timely detection, triage, and resolution of high‑priority incidents within agreed SLAs.
• Coordinate war rooms and bridge calls, driving technical teams to root cause and service restoration while maintaining structured communication and clear action plans.
• Manage ITSM processes (Incident, Problem, Change as applicable), ensuring adherence to defined workflows, policies, and governance standards.
• Utilize ServiceNow to log, track, prioritize, and report incidents, problems, and changes, ensuring data accuracy and completeness of records.
• Perform impact and risk assessment for incidents and related changes, escalating appropriately to stakeholders and leadership when required.
• Drive root cause analysis (RCA), document post‑incident reviews, and ensure implementation of corrective and preventive actions.
• Monitor produc...