When critical systems are down, businesses need leaders who can bring order to chaos.

We're looking for an experienced Major Incident & IT Service Operations Lead to join our global Command Center organization and play a key role in ensuring service continuity across a complex, worldwide technology landscape.

If you're passionate about Incident Management, ITSM, Change Governance, ServiceNow, and leading high-impact operational responses, this is an exceptional opportunity to influence enterprise resilience at a integral scale.

What You'll Do

Lead major incident response efforts as part of the Manager on Duty (MOD) rotation.

Coordinate triage, technical bridge calls, stakeholder communications, escalations, and restoration activities during high-impact events.

Change intake

Change Advisory Board (CAB) execution

Release readiness reviews

Change quality improvement initiatives

Strengthen 24/7 Command Center operations through:

Monitoring optimization

Runbook improvements

Operational readiness initiatives

Drive Problem Management and Root Cause Analysis activities to reduce recurring incidents and improve service reliability.

Partner with technical teams to enhance:

ServiceNow ITSM processes

Monitoring and Event Management integrations

Produce operational dashboards, metrics, executive reports, and recommendations that improve operational performance and resilience.

Support Disaster Recovery planning, testing, and operational readiness programs.

What We're Looking For

5-7 years of experience in IT Operations, Production Support, Command Center Operations, ITSM,



or Service Management environments.

Proven experience leading Major Incidents in enterprise environments.

Experience participating in Manager on Duty, Incident Commander, or equivalent 24x7 operational rotation.

Strong knowledge of:

Change Management

ITIL Framework

Operational Governance

Hands-on experience with:

ServiceNow ITSM

CMDB Management

Operational Reporting & Dashboards

Monitoring and Event Management platforms

Ability to communicate effectively with executives, technical teams, vendors, and business stakeholders during high-pressure situations.

Bachelor's degree or equivalent experience.

Nice to Have

ITIL Certification

ServiceNow Administrator or ITSM Certification

Experience with Disaster Recovery exercises

Automation and Event Management tools

Managed Service Provider (MSP) governance

Vendor and SLA management

You’ll join a company that values authenticity, innovation, and continuous improvement. This role offers a unique opportunity to influence global IT operations, drive service excellence, and help shape the resiliency strategy behind one of the world's most iconic brands.

You'll work with cross-functional teams across infrastructure, cloud, security, applications, and business operations while leading responses to some of the most critical technology events impacting the organization.

IT Command Center Lead

Service Operations Manager

IT Operations Lead

Production Support Manager

Incident Commander

Service Delivery Manager

ITSM Manager

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