Track Manager - Incident Management, ServiceNow

About the role

This role provides expert management and continuous optimization of complex IT operations by leveraging advanced incident management and ServiceNow administration skills. The individual ensures seamless service delivery, drives operational excellence, and empowers teams to meet client SLAs through strategic oversight, process innovation, and effective problem-solving across large-scale projects.

What you'll do

• Lead incident management operations using ServiceNow, BMC Remedy, and CA Service Desk, ensuring rapid resolution of critical incidents and minimizing business impact
• Oversee ServiceNow administration by configuring, maintaining, and optimizing modules such as Incident, Problem, and Change Management to support evolving business needs
• Drive process improvements in ITSM tools (ServiceNow, BMC Remedy, Avanti) by identifying automation opportunities, implementing workflow enhancements
• Mentor and guide support teams in advanced incident triage, root cause analysis, and escalation management utilizing ServiceNow dashboards, reporting, and analytics
• Collaborate with internal stakeholders to translate client requirements into actionable ServiceNow configurations and support processes that consistently meet or exceed…

What you need

• ServiceNow
• ITIL
• Ticketing tools
• Root cause analysis
• Any graduate