Manager , ITSM

Manager, ITSM

Position Summary

The Manager, ITSM will be responsible for leading the production support function, with a focus on structured incident resolution, change management governance, and continuous improvement across ITSM processes. This role ensures that production systems are monitored effectively, incidents are resolved quickly, root causes are documented, and automation is leveraged to improve resilience and efficiency. The Manager will oversee a global production support team and partner closely with incident and change managers, ensuring 24x7 operational readiness, escalation handling, and alignment with ITIL best practices.

Working under the ITSM & Operational Resilience function, this role collaborates with SRE, DevSecOps, Cloud Engineering, DBA, and Product/Engineering teams. The Manager owns production support oversight, ITSM process adherence, and continuous improvement of monitoring, alerting, and operational workflows. This role reports to the Sr. Manager, ITSM & Operational Resilience (OR).

Key Responsibilities

Production Support & Monitoring

Lead and manage the global production support team, ensuring effective 24x7 coverage through structured on-call rotations.

Oversee monitoring and alerting practices, ensuring timely triage, escalation, and resolution of incidents.

Enhance runbooks, knowledge articles, and SOPs to strengthen incident handling.

Partner with engineering and SRE teams to improve alert quality, reduce noise, and increase automation in monitoring.

Incident & Problem Management

Collaborate with Incident Managers to drive structured triage, escalation, and communication during production issues.

Serve as escalation point for unresolved or high-impact incidents, ensuring timely stakeholder updates.

Oversee Root Cause Analysis (RCA) efforts, ensuring accurate documentation and actionable corrective measures.

Track corrective actions and process improvements through to completion, ensuring accountability and follow-up.

Change Management

Partner with Change Managers to enforce ITSM standards across all production changes.

Ensure that risk assessments, rollback plans, testing requirements, and stakeholder communication are in place for major changes.

Analyze incidents related to failed changes and drive governance improvements.

Participate in CAB meetings to provide operational input and ensure production support readiness.

Process Ownership & Improvement

Act as process owner for ITSM functions related to production support, incident handling, and change operations.

Ensure compliance with ITIL best practices and company governance frameworks.

Continuously refine ITSM processes to drive efficiency, reduce incident frequency, and strengthen resilience.

Lead initiatives to increase automation in support workflows, alerting, and reporting.

Collaboration & Escalations

Partner with cross-functional teams (SRE, DevSecOps, DB Ops, Cloud Engineering) for faster resolution of production issues.

Escalate critical risks and unresolved incidents to ITSM leadership and executive stakeholders.

Serve as the voice of Production Support in ITSM leadership discussions.

Qualifications & Experience

Required

10+ years of experience in ITSM/ITIL-driven environments, including at least 3+ years in a management role.

Proven leadership of production support or NOC teams in a 24x7 enterprise/global environment.

Strong background in Incident, Problem, and Change Management processes.

Hands-on experience with ServiceNow, Jira, and Salesforce.

Familiarity with monitoring and observability platforms (New Relic, CloudWatch, Grafana, Prometheus, etc.).

Strong analytical skills for conducting RCA and presenting findings to executives.

Excellent communication skills with both technical and executive stakeholders.

Preferred

ITIL v3/v4 Certification.

Experience in SaaS, cloud-native, or healthcare technology environments.

Familiarity with SRE practices (SLIs, SLOs, error budgets).

Exposure to regulatory compliance (HIPAA, SOC2, ISO 27001).

Demonstrated experience implementing automation within ITSM processes.