Own incident management end to end for Loomi, leading live incidents as Incident Manager through restoration.
Design and implement a unified incident process across products, and own incident communications for customers and executives.
Establish Problem Management from scratch, including root cause analysis and a known error database.
Bloomreach is building the world’s premier agentic platform for personalization, using AI agents to transform the customer journey. It powers personalization for over 1,400 global brands, with a virtual-first culture of freedom and trust.
Establish and lead the Service Management Office, defining governance frameworks, standards, and performance mechanisms for Client IT Operations.
Drive major incident, problem/RCA, change, and release governance, ensuring disciplined execution and executive-quality communications across global teams.
Partner with technical leaders to convert recurring incidents and control gaps into prioritized improvement initiatives with measurable operational reporting.
HealthEdge offers AI-powered operational infrastructure for health insurance companies, providing a financial edge in a competitive market. The company is growing rapidly and investing in its people, fostering a culture of innovation and modernization in healthcare technology.
Lead integrated service coordination across service desk, application teams, cybersecurity, and clinical governance.
Maintain service management plans, catalogs, runbooks, escalation paths, and decision logs.
Coordinate incident, problem, change, and improvement processes in ServiceNow workflows.
NetImpact Strategies is a trusted advisor driving digital transformation for the Federal Government, solving complex problems with innovative and agile solutions. The company has been recognized as a Top Work Place by The Washington Post and fosters a dynamic, collaborative, and customer-focused culture.
Lead service-desk operations across the USMEPCOM enterprise, managing queues, staffing, escalations, and VIP support.
Use ServiceNow to monitor performance, identify trends, and improve service quality and customer experience.
Coordinate with government leadership and process owners to align activities with IT service management processes.
DecisionPoint Corporation is an IT services company providing enterprise IT support and service-desk operations for government programs. The company emphasizes equal opportunity and affirmative action in its workplace.
Own complex escalations end-to-end, driving alignment across Engineering, Support, Product, and Sales.
Lead executive-level communication and resolution plans for enterprise customers during critical incidents.
Run post-escalation reviews and contribute to process improvements and playbooks.
GitLab is an intelligent orchestration platform for DevSecOps that helps organizations ship software faster and more securely. With over 50 million users and more than 50% of the Fortune 100 as customers, GitLab fosters a high-performance, AI-driven culture.
Drive innovation and modernize systems, aligning technology with BPM's strategic vision and growth.
Lead a customer-oriented IT team, overseeing infrastructure, security, budgets, and vendor relationships.
Champion sustainability and ESG initiatives while fostering community engagement and colleague experience.
BPM is a public accounting and professional services firm. It fosters a caring, community-driven culture with an entrepreneurial spirit and a focus on innovation, sustainability, and colleague development.
Lead daily service-desk operations, managing incident, request, and problem queues across all support tiers.
Develop staffing schedules, monitor queue volumes, and coordinate escalations and shift handoffs for 24/7/365 coverage.
Use ServiceNow to manage tickets, dashboards, reports, and knowledge, while conducting quality reviews and identifying improvement opportunities.
Computer World Services (CWS) provides IT service desk operations and support for government contracts. The company is an equal opportunity employer committed to diversity and inclusion, with a focus on delivering high-quality technical services.
Triage, categorize, and route incoming incidents and service requests across ServiceNow ITSM queues to ensure accurate case assignment.
Coordinate handoffs to specialized teams and maintain visibility into ticket progress and service-level commitments.
Monitor SLA clocks, document service delays, and analyze ticket activity to prepare operational reviews.
Rackner develops technology solutions that help federal organizations address complex operational challenges. We combine expertise across cloud engineering, DevSecOps, and AI/ML, fostering a collaborative culture focused on meaningful initiatives.
Lead and develop squads of analysts across the Critical Incident Response Team, setting clear expectations and building an inclusive culture.
Own day-to-day CIRT operations, provide senior escalation, and act as Incident Commander for complex incidents.
Use metrics and feedback to drive continuous improvement and partner cross-functionally to strengthen MDR response.
Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services, including MDR and a portfolio of security technologies. It fosters a remote-first culture with employee-led diversity networks and a global partner ecosystem.
Incident Response & Operations: Act as primary responder in 24x7 on-call rotation, lead Major Incident response, and drive blameless post-incident reviews.
Monitoring & Reliability: Own service health monitoring, design alerting strategies aligned with SLOs, and automate operational tasks to reduce toil.
Platform Support: Support Linux systems, cloud platforms (AWS, Azure, GCP), and Kubernetes environments while assisting with capacity planning.
NICE Ltd. provides software products used by 25,000+ global businesses, including 85 of the Fortune 100, to deliver customer experiences, fight financial crime and ensure public safety. With over 8,500 employees across 30+ countries, NICE is recognized as an innovation powerhouse in AI, cloud and digital.