ITSM Incident

Job Description Role Overview: As a Tech Operations (ITIL) Analyst at Convera, you will be part of establishing a Global Command Center responsible for 24x7 operational oversight, service availability, and incident leadership across the organization. Your role as an Incident Manager is crucial in protecting service reliability, enforcing ITSM discipline, and ensuring consistent operational outcomes beyond reactive incident handling. Key Responsibilities: - Serve as the Incident Manager / Major Incident Manager for high-severity and business-impacting incidents by organizing incident bridges and war rooms, driving Rapid triage, Clear ownership, and Timely decision-making. - Ensure incidents are properly classified, prioritized, and escalated based on impact and urgency. - Enforce ITIL-aligned Incident and Problem Management practices. - Own operational oversight of service availability and reliability, monitoring key service health indicators. - Actively leverage observability platforms to proactively identify service degradation and emerging risks. - Serve as the primary communication lead during incidents, delivering concise, executive-level updates. - Facilitate or support post-incident reviews to identify trends, gaps, and opportunities for continuous improvement. Qualification Required: - 36 years of experience in Incident Management, Major Incident, or Command Center operations. - Strong working knowledge of ITIL / ITSM frameworks. - Experience managing high-severity incidents in 24x7 environments. - Exceptional communication and facilitation skills. - Strong analytical mindset with comfort using metrics and dashboards. - Ability to operate decisively in high-pressure situations. - Comfortable interfacing with executive leadership. About Convera: Convera is the largest non-bank B2B cross-border payments company globally, leveraging industry expertise and technology-led payment solutions to deliver smarter money movements. With a customer base of over 30,000 customers, Convera values diversity and fosters a culture of inclusion and belonging. Convera offers competitive perks and benefits including market competitive monthly gross salary, career growth opportunities, generous insurance, paid holidays, and more. Join Convera if you are a creative problem solver ready to transform Business to Business payments. Apply now to unleash your potential. Role Overview: As a Tech Operations (ITIL) Analyst at Convera, you will be part of establishing a Global Command Center responsible for 24x7 operational oversight, service availability, and incident leadership across the organization. Your role as an Incident Manager is crucial in protecting service reliability, enforcing ITSM discipline, and ensuring consistent operational outcomes beyond reactive incident handling. Key Responsibilities: - Serve as the Incident Manager / Major Incident Manager for high-severity and business-impacting incidents by organizing incident bridges and war rooms, driving Rapid triage, Clear ownership, and Timely decision-making. - Ensure incidents are properly classified, prioritized, and escalated based on impact and urgency. - Enforce ITIL-aligned Incident and Problem Management practices. - Own operational oversight of service availability and reliability, monitoring key service health indicators. - Actively leverage observability platforms to proactively identify service degradation and emerging risks. - Serve as the primary communication lead during incidents, delivering concise, executive-level updates. - Facilitate or support post-incident reviews to identify trends, gaps, and opportunities for continuous improvement. Qualification Required: - 36 years of experience in Incident Management, Major Incident, or Command Center operations. - Strong working knowledge of ITIL / ITSM frameworks. - Experience managing high-severity incidents in 24x7 environments. - Exceptional communication and facilitation skills. - Strong analytical mindset with comfort using metrics and dashboards. - Ability to operate decisively in high-pressure situations. - Comfortable interfacing with executive leadership. About Convera: Convera is the largest non-bank B2B cross-border payments company globally, leveraging industry expertise and technology-led payment solutions to deliver smarter money movements. With a customer base of over 30,000 customers, Convera values diversity and fosters a culture of inclusion and belonging. Convera offers competitive perks and benefits including market competitive monthly gross salary, career growth opportunities, generous insurance, paid holidays, and more. Join Convera if you are a creative problem solver ready to transform Business to Business payments. Apply now to unleash your potential.