Job Description
Manager, ITSM
Position Summary
The Manager, ITSM will be responsible for leading the production support function, with a focus on structured incident resolution, change management governance, and continuous improvement across ITSM processes. This role ensures that production systems are monitored effectively, incidents are resolved quickly, root causes are documented, and automation is leveraged to improve resilience and efficiency. The Manager will oversee a global production support team and partner closely with incident and change managers, ensuring 24x7 operational readiness, escalation handling, and alignment with ITIL best practices.
Working under the ITSM & Operational Resilience function, this role collaborates with SRE, DevSecOps, Cloud Engineering, DBA, and Product/Engineering teams. The Manager owns production support oversight, ITSM process adherence, and continuous improvement of monitoring, alerting, and operati...
Position Summary
The Manager, ITSM will be responsible for leading the production support function, with a focus on structured incident resolution, change management governance, and continuous improvement across ITSM processes. This role ensures that production systems are monitored effectively, incidents are resolved quickly, root causes are documented, and automation is leveraged to improve resilience and efficiency. The Manager will oversee a global production support team and partner closely with incident and change managers, ensuring 24x7 operational readiness, escalation handling, and alignment with ITIL best practices.
Working under the ITSM & Operational Resilience function, this role collaborates with SRE, DevSecOps, Cloud Engineering, DBA, and Product/Engineering teams. The Manager owns production support oversight, ITSM process adherence, and continuous improvement of monitoring, alerting, and operati...
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