Service Management & Incident Response Lead

Datumtg; Alpharetta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Datumtg is seeking a Service Management Centre lead in Alpharetta, GA to drive incident response, service stability, and ITIL-aligned processes. You will coordinate cross-functional teams during major incidents, analyze root causes, and shape the future operating model of the SMC.

The role emphasizes continuous improvement, automation, and measurable impact on 24x7 critical services, with a strong focus on preventing repeat incidents and improving reliability.

Qualifications

• Bachelor's degree in Computer Science or related field, or equivalent experience.
• Background in Major Incident Management, Production Support, Service Operations, Problem Management, Enterprise Command Centres, IT Service Management, or other business-critical 24x7 operational environments.
• This role is not a traditional NOC; not focused on monitoring alerts or ticketing only.

Responsibilities

• Act as central coordination point during production incidents and service disruptions.
• Coordinate technical teams during major incidents and drive restoration activities to resolution.
• Assess business impact and escalate critical issues appropriately.
• Lead incident communications to technical and business stakeholders.
• Facilitate bridge calls and maintain situational awareness throughout incident lifecycles.
• Lead RCA activities following major incidents and recurring disruptions.
• Promote operational discipline and drive continual service improvement.

Skills

RCA & Problem Mgmt

Post-incident reviews

Event Monitoring

ITIL practices

Cloud platforms

Windows & Linux

Operational support

Education

Bachelor's degree in Computer Science or related field

Job description

Datumtg is seeking a Service Management Centre lead in Alpharetta, GA to drive incident response, service stability, and ITIL-aligned processes. You will coordinate cross-functional teams during major incidents, analyze root causes, and shape the future operating model of the SMC.

The role emphasizes continuous improvement, automation, and measurable impact on 24x7 critical services, with a strong focus on preventing repeat incidents and improving reliability.