Service Management Centre Analyst

We are looking for a Service Management Centre Analyst to serve as a central coordination point during production incidents and service disruptions. This role is focused on incident coordination, communication, escalation management, and service restoration rather than hands-on technical troubleshooting.

Key Responsibilities:

· Act as the central coordination point during production incidents and service disruptions. · Lead and facilitate major incident bridge calls involving technical and business stakeholders. · Coordinate technical teams and drive restoration activities through incident resolution. · Assess business impact and ensure appropriate escalation of critical issues. · Maintain situational awareness throughout the incident lifecycle. · Deliver timely and effective incident communications to stakeholders. · Monitor the health and performance of business-critical applications and services. · Analyze events, alerts, and operational data to identify service-impacting issues. · Coordinate proactive actions to minimize service disruptions and prevent incidents. · Support operations across hybrid-cloud and on-premises environments. · Support Incident, Event, Change, Problem, and Major Incident Management processes. · Maintain accurate and complete records within ServiceNow. · Ensure adherence to ITIL-based service management practices. · Promote operational excellence through process consistency and discipline. · Facilitate Root Cause Analysis (RCA) activities following major incidents. · Coordinate post-incident reviews and corrective action planning. · Identify recurring issues, trends, and opportunities for process improvement. · Drive accountability for long-term resolutions and preventative measures. · Contribute to automation, operational maturity, and service improvement initiatives.

Core Qualifications:

· Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience. · Experience coordinating Major Incidents, Incident Management activities, or Production Support operations. · Strong understanding of ITIL service management processes, including Incident, Problem, Change, and Major Incident Management. · Experience facilitating incident bridges and coordinating cross-functional technical teams. · Demonstrated ability to manage communications and escalations during high-pressure operational incidents. · Experience using ServiceNow or comparable ITSM platforms. · Excellent verbal and written communication skills with the ability to interact effectively with technical and business stakeholders. · Ability to assess business impact, prioritize incidents, and drive service restoration efforts. · Experience working within 24x7 production support, service operations, or command center environments. · Strong analytical, organizational, and problem-solving skills.

Preferred Qualifications:

· Experience leading Major Incident Management activities within enterprise environments. · Experience with Problem Management and Root Cause Analysis (RCA) methodologies. · Background working in Service Operations, Enterprise Command Centers, or Operational Command Centers. · Knowledge of cloud platforms and hybrid infrastructure environments. · Familiarity with event management and monitoring tools. · Working knowledge of Windows, Linux, and networking fundamentals. · Experience driving continuous service improvement initiatives. · ITIL Foundation or advanced ITIL certifications. · Experience contributing to automation efforts that improve operational efficiency. · Ability to influence stakeholders and drive outcomes without direct authority.