About the Job: The Senior IT Service Management (ITSM) Operations Analyst serves as a highly detail-oriented individual contributor responsible for designing, leading, coordinating, and reinforcing the execution of IT service management (ITSM) processes, with primary focus on Incident Management, Major Incident Response (IROC), Problem Management, and Change Enablement. This position serves as a designated Incident Commander and operational authority during service disruptions, ensuring incidents are triaged, escalated, communicated, and resolved in a timely, structured, and consistent manner.