About Us:
Eagleview is a leading provider of aerial imagery, property insights and software that transforms the way people work. Eagleview holds more than 300 patents and owns a large geospatial data and imagery library encompassing 94 percent of the US population. Eagleview provides the most accurate data, enabling customers in the government, construction, solar and insurance industries to make timely, informed and better decisions.
Overview:
This role sits at the nerve center of Eagleview's IT operations, responsible for managing critical and major incidents from detection through resolution. You'll be the central coordinator; running bridge calls, driving cross-functional teams across geographies, and ensuring timely communication to stakeholders; all within an ITIL-based framework. The role demands sharp judgment under pressure, strong communication skills, and a willingness to work in US business hours. If you thrive in fast-paced, high-accountability environments where quick thinking and clear communication directly impact service restoration, this is the role for you.
Responsibilities:
- Real Time & continuous follow-up with global support teams for Critical incident resolution
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Manage and coordinate activities during overall ticket life cycle of a Major Incident
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Responsible for sending all Incident notifications/communications as per agreed process
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Chair bridge calls for effective coordination, incident resolution, service restoration
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Continuously follow-up with support & IT teams for relevant notification updates per SLA, and drive resolution
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Ensure that the Incident record is fully updated prior handing over to implementation team
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Follow the global Major Incident Management Process
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Ensure Incident Root cause analysis report is created immediately after resolution
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Drive continuous process and operational improvements, including identifying opportunities to leverage AI-driven automation to enhance incident detection, response efficiency, and resolution workflows
Qualifications:
- 4+ years of real time and relevant ITIL based experience in an MNC
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Must be willing to work in US business hours
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ITIL Foundation certification is must, practitioner / intermediate is preferred.
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Experienced in handling Major incidents involving cross functional teams located at different geographies
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Exceptional communication (oral and written) skills are a must with understanding the Application requirement and infrastructure.
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Should be technically aware to handle situation effectively along with speedier and timely restoration of service and client communication.
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Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management for incident logging, tracking and reporting
- Proven ability to manage stakeholder communication at all levels, including senior leadership and executive teams, during high-priority P1/P2 incidents
- Experience in contributing to and maintaining knowledge base articles, runbooks, and standard operating procedures to support faster incident resolution
- Demonstrated ownership of SLA/KPI adherence with ability to generate incident trend reports and present insights to drive continuous improvement
Nice to Have:
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Familiarity with cloud platforms (AWS, Azure, or GCP) and an understanding of cloud-based infrastructure in the context of incident response
- Prior experience managing Major Incidents within a SaaS or geospatial product environment is a strong plus
Core Competencies:
The successful candidate will demonstrate strength in the following competencies as well as which can be found here:
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Drive & Follow Through – Takes initiative and turns ideas into action.
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Adaptability in Uncertainty – Adjusts quickly and performs through change.
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Customer-Centered Mindset – Puts customer needs at the center of decisions.
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Judgment & Problem Solving – Makes sound decisions and solves problems effectively.
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Role-Specific Expertise – Applies strong functional expertise to deliver results.
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Results Accountability – Owns outcomes and delivers on commitments.
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Work Prioritization & Execution – Focuses on priorities and delivers on time.
EEO Statement:
This job description is not an exclusive or exhaustive list of all job functions that a workforce member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.
The compensation offered to the successful candidate will be based on a variety of factors, including but not limited to, the candidate’s work experience, education and licenses, work-related training, key skills, the core duties of the role and its associated responsibilities, additional benefits offered, and the location where the work will be performed.
