Service Manager
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Job Description
Service Manager responsible for managing all IT operations incidents and changes for Kapitus. Ensuring stable operations and coordinating cross-functional responses to major incidents.
Responsibilities:
- Own and run the end-to-end Incident Management process
- Lead and coordinate all P1/P2 Major Incidents, from detection to resolution
- Facilitate rapid troubleshooting with Infra, DevOps, Security, Networking, and Application teams
- Serve as the primary communication lead during incidents
- Ensure root cause analysis (RCA) is conducted for all major incidents
- Identify incident trends and drive long-term prevention activities
- Own the Change Management process
- Review, assess, and approve changes (standard, normal, emergency)
- Chair the Change Advisory Board meetings
- Maintain change calendar and enforce compliance with organizational standards
- Coordinate and manage software releases, infrastructure rollouts, patch cycles, and deployments
- Oversee the accuracy and integrity of the Configuration Management Database (CMDB)
- Continuously improve ITSM processes using ITIL best practices
- Establish KPIs and dashboards for incidents, changes, and releases
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
- 8–10+ years of experience in IT Service Management, including incident and change management
- Strong understanding of ITIL practices
- Experience running major incidents in a fast-paced environment
- Hands-on experience with ITSM tools (ServiceNow, Jira Service Management, etc.)
- Familiarity with AWS, cloud services, CI/CD, DevOps
- Excellent leadership under pressure
- Strong analytical and problem-solving abilities
- Outstanding communication skills
- Ability to prioritize in a high-stakes, dynamic environment
- Customer-focused mindset with operational excellence
Benefits:
- Competitive Base Salary Range of $117,800-$189,000
- Annual Incentive Compensation Eligibility – Up to 10% annually
- Health Insurance: Comprehensive medical, dental, and employer-paid vision plans
- 100% Company Paid Insurances: Basic short-term and long-term disability, vision insurance
- Voluntary Insurance: Supplemental life insurance, enhanced short- and long-term disability coverage
- Paid Maternity and Parental Leave
- LifeBalance Program: Discounts on activities, arts, health, and fitness
- Plum Benefits Discount Program: Exclusive discounts on shows, travel, and more
- Tuition Reimbursement: Up to $5,000 annually
- Transit Reimbursement: For all work-related travel
- Paid Time Off: 120 Hours of Paid Time Off and 56 hours of Sick Time annually
- Retirement Benefits: 401K plan with 25% match on contributions
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