ITSM Incident & Problem Manager

Responsibilities

• Serve as the Incident Manager / Major Incident Manager for high-severity and business-impacting incidents by organizing incident bridges and war rooms, driving Rapid triage / Clear ownership / Timely decision-making
• Ensure incidents are properly classified, prioritized, and escalated based on impact and urgency
• ITSM Process Ownership & Governance
• Enforce ITIL-aligned Incident and Problem Management practices
• Ensure accurate and complete documentation within ServiceNow, including Impact and affected services / Incident timelines / Root cause summaries and follow-ups
• Play the role of Problem Manager to Identify recurring issues and systemic risks / Ensure RCAs are completed with actionable outcomes
• Act as a process authority during incidents, ensuring teams adhere to defined ITSM standards
• Service Availability, Reliability & KPIs
• Own operational oversight of service availability and reliability - Monitor and manage key service health indicators, including Service availability and uptime / Incident volumes and severity trends / MTTR and MTTD / SLA and OLA adherence
• Use observability data to proactively identify service degradation and emerging risks
• Escalate systemic availability or reliability concerns to leadership with data-backed insights
• Observability & Operational Intelligence
• Actively leverage observability platforms (e.g., Grafana, Datadog)
• Partner with engineering and SRE teams to improve Monitoring coverage / Alert quality and signal-to-noise ratio
• Ensure alerting and escalation via PagerDuty aligns with service criticality
• Communication & Executive Engagement:
• Serve as the primary communication lead during incidents - Deliver concise, executive-level updates that articulate Business impact / Current status / Mitigation steps / Next milestones
• Translate complex technical details into clear business language
• Maintain confidence and composure while engaging senior leaders during high-pressure events
• Post-Incident & Continuous Improvement:
• Facilitate or support post-incident reviews - Identify trends, gaps, and opportunities for Process improvement / Tooling enhancement / Better operational readiness
• Contribute to the evolution of Command Center playbooks, runbooks, and response standards
• Required Qualifications & Experience

Requirements

• 3-6 years of experience in:
• Incident Management
• Major Incident / Command Center operations
• Production operations or site reliability support
• Proven experience managing high-severity incidents in 24×7 environments
• Demonstrated ownership of service reliability and operational KPIs
• ITSM & Process Expertise
• Strong working knowledge of ITIL / ITSM frameworks
• Deep hands-on experience with:
• Major Incident workflows
• Problem Management
• Experience enforcing ITSM discipline across distributed technology teams
• Skills & Competencies
• Exceptional communication and facilitation skills
• Strong analytical mindset with comfort using metrics and dashboards
• Ability to operate decisively in high-pressure situations
• Influences outcomes without formal authority
• Comfortable interfacing with executive leadership
• Experience in regulated or customer-critical environments (FinTech, Payments, SaaS)
• Exposure to ITSM tools like ServiceNow, PagerDuty etc.
• Exposure to monitoring tools like Datadog, Grafana, Dynatrace etc.
• About Convera
• Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.
• As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.
• We offer an abundance of competitive perks and benefits including:
• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• Hybrid schedule with 2 in the office per week.
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).
• This position follows a shift roster defined by the company. As we operate in a 24/7 environme

Benefits

Additional Information

Incident & Major Incident management

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