We are looking for a Service Management Centre Analyst to serve as a central coordination point during production incidents and service disruptions. This role is focused on incident coordination, communication, escalation management, and service restoration rather than hands-on technical troubleshooting.

Key Responsibilities:

• Act as the central coordination point during production incidents and service disruptions.
• Lead and facilitate major incident bridge calls involving technical and business stakeholders.
• Coordinate technical teams and drive restoration activities through incident resolution.
• Assess business impact and ensure appropriate escalation of critical issues.
• Maintain situational awareness throughout the incident lifecycle.
• Deliver timely and effective incident communications to stakeholders.
• Monitor the health and performance of business-critical applications and services.
• Analyze events, alerts, and operational data to identify service-impacting issues.
• Coordinate proactive actions to minimize service disruptions and prevent incidents.
• Support operations across hybrid-cloud and on-premises environments.
• Support Incident, Event, Change, Problem, and Major Incident Management processes.
• Maintain accurate and complete records within ServiceNow.
• Ensure adherence to ITIL-based service management practices.
• Promote operational excellence through process consistency and discipline.
• Facilitate Root Cause Analysis (RCA) activities following major incidents.
• Coordinate post-incident reviews and corrective action planning.
• Identify recurring issues, trends, and opportunities for process improvement.
• Drive accountability for long-term resolutions and preventative measures.
• Contribute to automation, operational maturity, and service improvement initiatives.