APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.

Role: IT Service Manager

Location:

PAN IndiaWork Mode: Remote

Work hours:

2-11 pm ISTWe seek a detail-oriented IT Service Manager II to oversee our Incident & Problem Management processes across the organization. In this role, you will coordinate cross-functional teams to drive complex outage resolutions while maintaining clear communication with stakeholders at all levels. Your analytical mindset will be essential as you lead root cause investigations, implement preventative measures, and continually improve our service delivery through meaningful metrics and standardized processes.

Essential Duties And Responsibilities

Lead incident management activities, including coordination of service restoration bridges, team triage, and executive communications during critical events
Drive problem management through post-incident investigations, root cause analysis, and implementation of corrective actions to prevent recurrence of incidents.
Generate and analyze KPI/KRI reporting to measure service performance, identify trends in recurring incidents, and initiate proactive actions to resolve potential service interruptions.
Establish and cultivate relationships with stakeholders across the organization, working with cross-functional teams to understand SLAs and develop thorough documentation of operational practices and procedures.
Partner with technical teams (NOC, product teams, development, SREs, infrastructure) to enhance support processes, assess business impact through severity determination, and maintain sensitivity to customer/stakeholder risk during service incidents.
Demonstrate technical leadership during major incidents by ensuring all accountabilities are represented and prescribed actions are taken according to established protocols.
Support continuous improvement initiatives by standardizing processes, implementing best practices, and enhancing first-line support capabilities through training and knowledge transfer.

Required Qualifications

Demonstrated experience managing enterprise-level major incidents across multiple IT disciplines, including coordinating technical bridges to ensure timely resolutions.
Technical analysis experience with applications or infrastructure, including interpreting logs, alerts, and monitoring tools.
Working knowledge of IT infrastructure components (servers, storage, networking, security) and ITIL service management processes.
Proven experience with Enterprise Service Management platforms such as ServiceNow, JIRA, or equivalent ticketing systems.
Experience gathering and analyzing incident metrics and crafting executive-level status updates.
Experience working in business-critical environments with high availability requirements, including on-call response.
Proficiency with Microsoft Office 365 applications (Word, Excel, PowerPoint, Outlook).

Preferred Qualifications

Formal problem management experience, including trend analysis and preventative action implementation.
Experience in vendor governance within a managed services environment.
ITIL certification or formal ITSM training

We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.

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