IT Support Manager I

What's the role?:

The IT Shift Lead and Incident Manager is a dual-role position responsible for overseeing IT operations during assigned shifts and managing major incidents to ensure the stability and reliability of HERE platform & services. As the Shift Lead, you will coordinate the activities of the IT operations team, ensuring smooth handovers and consistent service delivery across shifts. As the Incident Manager, you will take charge of major incidents, driving rapid resolution, coordinating communication, and implementing post-incident reviews to prevent recurrence. This role is critical for maintaining business continuity and ensuring that IT services meet organizational needs around the clock. 

Key Responsibilities: 

Shift Leadership: 

• Team Coordination and Supervision: 

• Lead and manage the operations team during assigned shifts, ensuring adherence to operational standards and procedures. 

• Coordinate shift activities, including task assignments, resource allocation, and handover processes. 

• Act as the primary point of contact for all operational issues during the shift, escalating to senior management as needed. 

• Service Monitoring and Response: 

• Monitor HERE platform & services in real-time, ensuring prompt response to alerts, incidents, and service requests. 

• Ensure that all incidents and service requests are logged, prioritized, and resolved according to established SLAs. 

• Conduct regular shift briefings and debriefings, ensuring that all team members are informed of ongoing issues, priorities, and any changes in operational procedures. 

• Continuous Improvement: 

• Identify opportunities to improve shift-based operations, including process enhancements, tool improvements, and team training. 

• Provide feedback on team performance and contribute to the development and mentoring of Support operations staff. 

Incident Management: 

• Major Incident Response: 

• Take full ownership of major incidents, coordinating the response efforts across multiple teams to restore services as quickly as possible. 

• Serve as the central point of communication during major incidents, providing timely updates to stakeholders, including senior management and affected business units. 

• Drive incident resolution by facilitating technical bridges, engaging appropriate resources, and ensuring clear communication among all parties involved. 

• Root Cause Analysis and Reporting: 

• Prepare and distribute incident reports, providing detailed analysis of the incident, resolution steps, and any follow-up actions required. 

• Work closely with problem management to ensure that underlying issues are addressed and that long-term solutions are implemented. 

• Incident Process Improvement: 

• Continuously review and improve incident management processes, tools, and documentation to enhance the effectiveness and efficiency of the incident management function. 

• Train and mentor team members on incident management best practices, ensuring a consistent and high-quality response to incidents across shifts. 

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience. 

• 8+ years of experience in IT operations, with at least 2 years in an incident management or shift lead role. 

• Strong understanding of IT service management frameworks (e.g., ITIL) and best practices. 

• Proven experience managing major IT incidents in a fast-paced, complex environment. 

• Excellent leadership and team management skills, with the ability to motivate and guide a team during high-pressure situations. 

• Strong problem-solving abilities and a methodical approach to incident resolution. 

• Excellent communication skills, with the ability to convey complex technical information clearly to both technical and non-technical stakeholders. 

• Ability to work shifts, including nights, weekends, and holidays, as part of a 24/7 IT operations team. 

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.