Overview
Hybrid
Depends on Experience
Full Time
Skills
ITIL
ServiceNow
Job Details
Position: ITIL Incident Management Specialist
Location: Austin, TX - Hybrid
Full Time
About the Role:
We re seeking smart, proactive, and resilient professionals to join our Incident Management team. This role is less about coding and more about owning incidents end-to-end coordinating across Development, SRE, QE, and Business teams to drive accountability, RCAs, and closure.
Responsibilities:
Manage the incident lifecycle (detection resolution closure) using ITIL best practices.
Act as the SPOC for major incidents, ensuring timely updates and stakeholder alignment.
Work with Java development and production support teams to identify fixes, track stability, and prevent recurrence.
Facilitate Root Cause Analysis (RCA) and post-incident reviews, ensuring learnings are documented and acted upon.
Persevere with stakeholders to secure responses in high-pressure, ambiguous, and sometimes thankless situations.
Requirements:
- Strong knowledge of ITIL processes (Incident, Problem, Change Management), ServiceNow or similar.
- Working within the SLA's requirements, diligently tracking metrics, setting realistic expectations, and regularly reviewing the agreement to ensure continuous relevance and alignment with evolving business needs.
- 4 + Hands-on experience in Java production support / application support environments.
- Excellent communication, influencing, and stakeholder management skills.
- High perseverance, problem-solving ability, and calmness under pressure.
- ITIL certification is a plus.
Mandatory Skills: Enterprise Platform Engineering Backend .
Experience: 5-8 Years
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