Service Management Centre Analyst

We are looking for a Service Management Centre Analyst to help drive operational excellence across enterprise technology environments. This role serves as a central coordination point during production incidents, partnering with engineering teams, service owners, cloud providers, and business stakeholders to restore services, improve processes, and strengthen overall operational maturity.

Key Responsibilities:

· Lead and coordinate major incident response activities, serving as the central point of communication between technical teams, service owners, cloud providers, and business stakeholders during production outages and service disruptions. · Assess business impact, drive escalation procedures, facilitate bridge calls, and ensure timely restoration of critical services while maintaining clear stakeholder communications throughout the incident lifecycle. · Monitor and analyze service health, events, alerts, and performance across hybrid cloud and on-premises environments to proactively identify and mitigate potential service-impacting issues. · Support and enforce ITIL-aligned Incident, Event, Change, Problem, and Major Incident Management processes, ensuring accurate documentation and timely updates within ServiceNow or other ITSM platforms. · Lead Root Cause Analysis (RCA) and post-incident review activities, driving corrective and preventive actions that improve service reliability and reduce recurring incidents. · Identify trends, operational risks, and opportunities for continuous improvement, partnering with technical teams to enhance processes, operational maturity, and service resilience. · Contribute to automation initiatives and workflow improvements that reduce manual effort, increase operational efficiency, and support the ongoing evolution of the Service Management Center. e

Core Qualifications:

· Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent professional experience will also be considered. · 2-4+ years of experience in Major Incident Management, Production Support, Service Operations, Problem Management, Enterprise Command Centers, or similar operational environments. · Hands-on experience coordinating production incidents, leading bridge calls, and driving service restoration efforts. · Experience communicating with technical teams, executives, and business stakeholders during high-severity incidents. · Strong understanding of incident management processes and operational support methodologies. · Experience conducting Root Cause Analysis (RCA), facilitating post-incident reviews, and managing corrective action plans. · Familiarity with ServiceNow or a comparable IT Service Management (ITSM) platform. · Ability to work effectively in fast-paced, high-pressure environments while managing multiple priorities. · Strong written, verbal, and organizational communication skills.