Pay Rate Range: $ 41.66 - 45.45/hr.
Job Description:
Section Details / Example Content
The Incident Management Practice lead will design, implement, and drive overall continuous improvement of the enterprise Incident Management practice, with a strong focus on automation, operational resilience, and AI enablement.
This role drives the adoption of AIOps, predictive analytics, and standardized ITSM processes to improve incident detection, response, prevention, and overall service reliability.
The position also ensures seamless integration across Incident, Problem, Change, and Knowledge Management while optimizing workflows in ServiceNow and partnering with engineering, SRE, and observability teams to reduce business impact from service disruptions.
Responsibilities
· Design, build, and mature the enterprise Incident Management practice.
· Optimize end-to-end incident workflows within ServiceNow to improve efficiency, consistency, and scale.
· Drive measurable improvements in incident reduction, incident data quality, response effectiveness, service stability, and operational resilience.
· Develop operational frameworks aligned to ITIL 4 and enterprise objectives.
· Drive AI-enabled incident management capabilities, including AIOps, predictive analytics, and automation.
· Integrate Incident Management with Problem, Change, and Knowledge Management to support end-to-end ITSM alignment.
· Partner with engineering, SRE, and observability teams to improve monitoring, event management, and root cause analysis.
· Establish dashboards, KPIs, and continuous improvement processes to measure outcomes such as MTTR, SLA/SLO attainment, deflection rates, and automation coverage.
· Hands-on expertise configuring and optimizing enterprise ITSM platforms, especially ServiceNow.
· Strong understanding of ITIL 4 practices, including integration of Incident Management with Problem, Change, and Knowledge Management.
· Experience designing and implementing automation and AI-enabled workflows within ITSM environments.
· Experience with observability, monitoring, and event management practices in complex distributed environments.
· Proven ability to work cross-functionally to align processes, tools, and data for end-to-end service management.
· Strong analytical skills with the ability to use operational and AI-driven insights to support decisions and continuous improvement.
Key Responsibilities
· Design, build, and mature the enterprise Incident Management practice.
· Optimize end-to-end incident workflows within ServiceNow to improve efficiency, consistency, and scale.
· Drive measurable improvements in incident reduction, incident data quality, response effectiveness, service stability, and operational resilience.
· Develop operational frameworks aligned to ITIL 4 and enterprise objectives.
· Drive AI-enabled incident management capabilities, including AIOps, predictive analytics, and automation.
· Integrate Incident Management with Problem, Change, and Knowledge Management to support end-to-end ITSM alignment.
· Partner with engineering, SRE, and observability teams to improve monitoring, event management, and root cause analysis.
· Establish dashboards, KPIs, and continuous improvement processes to measure outcomes such as MTTR, SLA/SLO attainment, deflection rates, and automation coverage.
· Hands-on expertise configuring and optimizing enterprise ITSM platforms, especially ServiceNow.
· Strong understanding of ITIL 4 practices, including integration of Incident Management with Problem, Change, and Knowledge Management.
· Experience designing and implementing automation and AI-enabled workflows within ITSM environments.
· Experience with observability, monitoring, and event management practices in complex distributed environments.
· Proven ability to work cross-functionally to align processes, tools, and data for end-to-end service management.
· Strong analytical skills with the ability to use operational and AI-driven insights to support decisions and continuous improvement.
Section IV - Job Qualifications & Skills
Section Details / Example Content
Domain Incident Management Practice lead
Soft Skills - Excellent communication
- Team collaboration - Documentation and knowledge sharing
Education Requirements
· Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
· 5+ years of experience in IT operations or incident management.
Certifications
Section V - Sample Questions for Training Mo
Incident Management
Skills: Incident Management
Experience Required: 8-10 years
| Skills: | | Category | Name | Required | Importance | Experience |
|---|
| SkillCategoryTest1_MN | Incident Management | Yes | 1 | >7 years | |
|
|---|