ITSM Coordinator - Incident, Change & Problem Management

Hungry, Humble, Honest, with Heart. The Opportunity This role is critical to improving operational stability, reducing recurring incidents, and ensuring all service-impacting changes are properly governed. You will act as the central coordination point during major incidents, work closely with Infrastructure and Engineering teams, and help drive a shift from reactive support to proactive service management. About the Team We are looking for an experienced IT Service Management professional to join our Global IT Support team and take ownership of Incident, Change, and Problem Management across a global, 24/7 environment. Your Role Major Incident Management: Lead and coordinate Major Incidents (P1 / P2) from detection through full service restoration Act as the Incident Commander during critical outages, driving war rooms and bridge calls Ensure clear ownership, escalation paths, and decision-making during incidents Provide timely, structured communication to technical teams, leadership, and business stakeholders Facilitate Post-Incident Reviews (PIRs) and track corrective actions to closure Continuously improve incident response quality and reduce mean time to resolution (MTTR) Problem Management Own and execute the Problem Management process (reactive and proactive) Identify recurring incidents and systemic issues using trend and data analysis Perform and lead Root Cause Analysis (RCA) activities Partner with Engineering, Infrastructure, and Service Owners to drive permanent fixes Track and report reductions in incident recurrence and service instability Change Management Own and govern the Change Management process (Standard, Normal, and Emergency changes) Facilitate Change Advisory Board (CAB) meetings Ensure all service-impacting changes include proper risk and impact assessment Enforce change documentation, approvals, and compliance Lead Post-Implementation Reviews and follow-up actions Monitor change success rates and change-related incidents What You Will Bring 5+ years of experience in IT Operations or Enterprise IT environments Strong hands-on experience with Incident, Change, and Problem Management Experience operating in a global, follow-the-sun or 24x7 support model Solid understanding of ITIL / IT Service Management best practices Experience working with ITSM tools such as ServiceNow Excellent communication, coordination, and stakeholder management skills Ability to stay calm, structured, and decisive during high-severity incidents Nice to Have ITIL certification (Foundation or higher) Background in NOC, IT Operations, Infrastructure, Reliability, or SRE teams Experience working closely with Engineering or Cloud Platform teams Work Arrangement Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. This role requires working in two shifts : 8-4pm and 2-10pm switching on a weekly basis. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager. --