Incident Manager-Service Now

Role : Incident Manager with Service Now 

Location : Remote 

POSITION OVERVIEW : Incident/Change Manager

POSITION GENERAL DUTIES AND TASKS : Impact Assessment & Monitoring

• Proactively monitor upcoming infrastructure, application, and platform upgrades, patches, and maintenance activities to evaluate potential business and operational impacts. Assess change-related risks, identify dependencies across systems and teams, and provide recommendations to minimize service disruptions. Track implementation progress and validate that all planned activities align with organizational change management standards and operational objectives.

Executive Reporting & Operational Visibility

• Consolidate technical deployment schedules, release timelines, and implementation data into clear, executive-level dashboards and reporting materials. Analyze change metrics and operational trends to identify potential risks, recurring issues, and areas requiring leadership attention. Provide timely status updates on planned and completed deployments, including risk assessments, downtime forecasts, and post-implementation performance indicators. Measure and report on system stability, incident trends, and operational health following major releases and infrastructure changes.

Stakeholder Communication & Change Coordination

• Coordinate with Data Center (DC) department managers, technical teams, and business stakeholders to communicate planned maintenance windows, deployments, and service-impacting activities. Ensure all stakeholders are informed of change schedules, expected impacts, mitigation plans, and recovery procedures to support seamless operational transitions. Facilitate cross-functional discussions to address scheduling conflicts, dependencies, and potential business risks associated with planned changes.

Governance, Compliance & Escalation Management

• Maintain accurate and complete documentation of all change activities within the approved change management and tracking systems. Verify that change records include required approvals, implementation details, rollback plans, risk assessments, and audit evidence. Monitor compliance with organizational policies, governance standards, and regulatory requirements related to change management. Identify unapproved, non-compliant, or high-risk changes and promptly escalate them to executive sponsors, leadership teams, and governance bodies for review and resolution. Support internal and external audit activities by ensuring change records are complete, traceable, and readily available for review.

Basic Qualification

• Minimum 8+ years of experience in software change, problem and incident management Minimum 5+ years of experience in preparing executive leadership reports
• Minimum 5+ years of experience using incident tracking tool like ServiceNow
• Minimum 3+ years of experience managing teams