Role Overview

We are seeking a ServiceNow Incident Manager who balances ITIL process leadership and ServiceNow administration/development. This role ensures incident management operations run effectively while continuously improving and automating processes within the ServiceNow platform.

As a bridge between operations, engineering, and platform teams, you will resolve incidents efficiently while leveraging ServiceNow capabilities to drive automation, quality, and scalability.

Key Responsibilities

1. Incident Management (50% – Process & Operations)
   
   
   
   • Own the end-to-end Incident Management process aligned with ITIL best practices.
   
   
   • Act as Major Incident Manager for high‑severity incidents.
   
   
   • Lead incident bridges, coordinate technical teams, and communicate with stakeholders.
   
   
   • Ensure adherence to SLAs, OLAs, and KPIs.
   
   
   • Drive incide...