Service Management

Role Summary

We are looking for a Service Management Specialist to support and govern IT service continuity operational resilience and service assurance across enterprise environments. This role will be responsible for Disaster Recovery Business Continuity Management Incident Problem and Change Management to ensure compliance availability and business uptime.

Key Responsibilities

• Drive Disaster Recovery (DR) planning testing coordination and execution across critical applications and infrastructure

• Support Business Continuity (BCM) efforts including risk assessment documentation and resiliency planning

• Lead and manage ITIL processes including:

  • Incident Management

  • Problem Management

  • Change Management

• Coordinate with application infrastructure and security teams during major incidents to restore services within defined SLAs and minimize business impact

• Facilitate Root Cause Analysis (RCA) and follow-up actions for high severity incidents

• Manage change lifecycle approvals scheduling conflict resolution and risk assessments to ensure safe deployment practices

• Maintain DR documentation runbooks post-mortem reports and compliance artifacts

• Support audits governance reviews and operational readiness initiatives

• Provide regular reporting on service health KPI metrics risk status and improvement actions to leadership and stakeholders

Required Skills & Experience

• 310 years in Service Management BCM DR or IT Operations

• Strong knowledge of ITIL processes and enterprise operational workflows

• Experience in:
  Disaster Recovery
  Business Continuity Management
  Incident / Problem / Change

• Ability to facilitate war-room communications during outages

• Strong documentation analytical thinking and stakeholder communication skills

About Encora

Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services Product Engineering & Application Modernization Data & Analytics Digital Experience & Design Services DevSecOps Cybersecurity Quality Engineering AI & LLM Engineering among others.

At Encora we hire professionals based solely on their skills and do not discriminate based on age disability religion gender sexual orientation socioeconomic status or nationality