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 global scale.What You'll DoLead 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 intakeChange Advisory Board (CAB) executionRelease readiness reviewsChange quality improvement initiativesStrengthen 24/7 Command Center operations through:Monitoring optimizationRunbook improvementsOperational readiness initiativesDrive Problem Management and Root Cause Analysis activities to reduce recurring incidents and improve service reliability.Partner with technical teams to enhance:ServiceNow ITSM processesMonitoring and Event Management integrationsProduce 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 For5-7 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 ManagementITIL FrameworkOperational GovernanceHands-on experience with:ServiceNow ITSMCMDB ManagementOperational Reporting & DashboardsMonitoring and Event Management platformsAbility to communicate effectively with executives, technical teams, vendors, and business stakeholders during high-pressure situations.Bachelor's degree or equivalent experience.Nice to HaveITIL CertificationServiceNow Administrator or ITSM CertificationExperience with Disaster Recovery exercisesAutomation and Event Management toolsManaged Service Provider (MSP) governanceVendor and SLA managementYou'll join a company that values authenticity, innovation, and continuous improvement.
This role offers a unique opportunity to influence integral 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 LeadService Operations ManagerIT Operations LeadProduction Support ManagerIncident CommanderService Delivery ManagerITSM Manager#J-*****-Ljbffr

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