Service Management & Incident Command Analyst

Datumtg; Alpharetta (GA); On-site; USD 100,000 - 150,000; Full time

Job summary

Datumtg is seeking a proactive Service Management professional to lead operational response and drive service stability across hybrid environments. You will coordinate incident restoration, perform RCA, and guide post-incident reviews with engineering and business stakeholders.

The role emphasizes transforming operations beyond traditional monitoring, influencing process improvements, and shaping the future Service Management Centre.

Qualifications

• Bachelor's degree in Computer Science or related field or equivalent experience.
• Experience in major incident management and production support preferred.

Responsibilities

• Lead central coordination during production incidents and service disruptions.
• Coordinate technical teams during major incidents and drive restoration.
• Assess business impact and escalate critical issues appropriately.
• Lead incident communications to stakeholders and manage bridge calls.
• Promote service stability through monitoring and proactive actions.
• Support ITIL incident, change, problem management processes.

Skills

ITIL practices

Root Cause Analysis

Incident management

Post-incident reviews

Cloud environments

Windows & Linux

Operational support

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Event monitoring tools

Job description

Datumtg is seeking a proactive Service Management professional to lead operational response and drive service stability across hybrid environments. You will coordinate incident restoration, perform RCA, and guide post-incident reviews with engineering and business stakeholders.

The role emphasizes transforming operations beyond traditional monitoring, influencing process improvements, and shaping the future Service Management Centre.