Job Title : Service Manager
Location : Los Angeles, CA (Hybrid)
Job Type : Contract / Full-Time
Job Description:
· Ensure SLA compliance and maintain high availability of business-critical applications/systems
· Take ownership of application downtime incidents and act as the primary escalation point during outages
· Leverage a strong development background to better understand application behavior, logs, and issue diagnosis
· Possess thorough understanding of Software Development Life Cycle (SDLC) to align support with build, release, and production cycles
· Manage major incidents with clear, timely stakeholder communication
· Oversee end-to-end application support lifecycle (incident, problem, change coordination)
· Use tools like ServiceNow for ticket tracking, prioritization, and SLA monitoring
· Perform issue triage with leads/technical teams to identify root causes and drive resolution
· Lead cross-functional teams (L2/L3, infra, vendors) for efficient incident management
· Plan and execute preventive & corrective maintenance
· Track and improve incident trends, recurring issues, and service performance
· Develop MIS/operational reports and dashboards (Excel)
· Drive service reviews and continuous improvement initiatives
· Maintain documentation, SOPs, and service logs
· Demonstrate strong stakeholder management across business and IT teams
· Mentor team on incident handling, RCA quality, and support best practices