About the job
Join Convera as an ITSM Incident & Problem Manager, where you'll take the lead on managing incidents and major incidents impacting business operations.
Key Responsibilities
- Act as the Incident and Major Incident Manager for high-severity incidents, facilitating incident bridges and war rooms to ensure rapid triage, clear ownership, and timely decision-making.
- Classify, prioritize, and escalate incidents based on their impact and urgency to ensure swift resolution.
ITSM Process Ownership & Governance
- Implement and enforce ITIL-aligned practices in Incident and Problem Management.
- Maintain accurate documentation in ServiceNow, including incident timelines, impact summaries, and root cause analysis follow-ups.
- Identify recurring issues and systemic risks as a Problem Manager, ensuring root cause analyses result in actionable outcomes.
- Serve as a process authority during incidents, ensuring compliance with established ITSM standards.
Service Availability, Reliability & KPIs
- Oversee operational service availability and reliability by monitoring key health indicators, including service uptime, incident trends, mean time to recovery (MTTR), and adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Utilize observability data to proactively identify service degradation and emerging risks.
- Communicate systemic availability or reliability concerns to leadership with data-backed insights.
Observability & Operational Intelligence
- Leverage observability platforms like Grafana and Datadog to enhance monitoring capabilities.
- Collaborate with engineering and Site Reliability Engineering (SRE) teams to improve monitoring coverage and alert quality.
- Ensure that alerting and escalation via PagerDuty aligns with the criticality of services.
Communication & Executive Engagement
- Act as the primary communication lead during incidents, delivering concise executive-level updates that outline business impact, current status, mitigation steps, and next milestones.

