Our Client in need of an Infrastructure PM/ITSM Manager .
Responsibilities:
- Lead ITSM operations across Incident, Service, Change, and Problem Management
- Act as Agile Product Owner supporting R&D, Production, Delivery, and Reliability
- Manage incidents end-to-end (coordination, communication, RCA, emergency changes, permanent fixes)
- Drive service enablement through intake triage and work routing
- Oversee change management (SOP/routine/emergency changes, calendars, approvals, compliance)
- Lead problem management and recurring issue resolution
- Facilitate post-mortems and translate findings into prioritized backlog items
- Develop and maintain SOPs, workflows, and runbooks for support and delivery teams
- Define ticket prioritization using impact/severity frameworks
- Ensure production work aligns with Principal Engineer approvals
- Partner with PMO and enterprise teams to drive coordinated delivery
- Support reporting frameworks for leadership insights (incidents, changes, service metrics)
- Manage ticket intake pipelines and optimize workflows
- Drive continuous improvement in service quality, reliability, and operations
Requirements
- Bachelor’s degree in IT, Engineering, CS, or related field (or equivalent experience)
- 5+ years of experience in ITSM, Technical Project Management, or production operations
- Strong ITSM expertise across Incident, Change, and Problem Management
- Proven experience leading incident response and RCA in production environments
- Experience operating as a Technical PM and/or Product Owner in Agile settings
- Knowledge of ITIL and service management best practices
- Ability to design triage workflows, prioritization models, and operational processes
- Strong technical credibility with engineering, delivery, and reliability teams
- Experience with ticketing tools (e.g., Jira) and workflow management systems
- Skilled in building reporting frameworks, dashboards, and operational metrics
- Experience working within Agile/SAFe environments and with PMO governance
- Strong stakeholder communication and cross-functional collaboration skills
- Highly organized with strong attention to detail and execution discipline
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