Role Overview

We are seeking a ServiceNow Incident Manager with a balanced skillset across ITIL process leadership (50%) and ServiceNow administration/development (50%). This role ensures effective incident management operations while continuously improving and automating processes within the ServiceNow platform. You will act as the bridge between operations, engineering, and platform teams, ensuring incidents are resolved efficiently while leveraging ServiceNow capabilities to drive automation, quality, and scalability.

Key Responsibilities

Incident Management (50% – Process & Operations)

• Own the end-to-end Incident Management process aligned with ITIL best practices
• Act as Major Incident Manager (MIM) for high‑severity incidents
• Lead incident bridges, coordinate technical teams, and communicate with stakeholders
• Ensure adherence to SLAs, OLAs, and KPIs
• Drive incident lifecycle governance (logging, triage...