Digital Incident & Service Management Expert

Digital Incident & Service Management Expert page is loaded## Digital Incident & Service Management Expert locations:
18F The Globe Towertime type:
Full time posted on:
Posted Todayjob requisition :
RAt Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.##
** Job Description
** Responsible for ensuring the reliability, performance, and stability of digital channels and APIs across web and mobile platforms. Leads day-to-day digital and API operations, including proactive monitoring, incident management, and service recovery. Partners closely with engineering, IT, and vendors to identify systemic issues, restore services within SLAs, and translate technical incidents into customer and business impact. Drives operational excellence through robust monitoring, analytics, governance, and continuous improvement of incident response and service management practices across multiple environments.###

** 1.
** Channel & API Performance Management* ### Monitor end-to-end
** digital channel health** (web and app) to ensure uptime, stability, and responsiveness.* ### Track
** API performance metrics** (success rate, latency, error rate) and identify trends impacting customer transactions or experience.* ### Coordinate with IT and vendor partners to validate service degradations and ensure
** timely restoration
** of performance levels.* ### Provide
** business impact assessments
** for performance issues, linking outages or slowdowns to customer experience and revenue.### ###
** 2. Recovery Operations*** ### Act as the
** first line of business response
** during channel or API incidents, ensuring quick coordination with Digital Operations, IT, and Marketing teams.* ### Ensure
** customer recovery actions
** are executed, and proactive communications are sent to impacted customers.* ### Oversee logging and closure of incidents within SLA, ensuring accurate tagging for root cause and impact analysis.### ###
** 3. Data Analytics & Reporting*** ### Develop and maintain
** operational dashboards
** tracking key KPIs: API success rate, channel conversion, NPS, and uptime.* ### Analyze data trends to identify  for potential system or customer issues.* ### Present
** weekly and monthly business performance summaries
** highlighting channel health, incident trends, and customer recovery outcomes.* ### Partner with analytics teams to link performance data with customer experience metrics and revenue outcomes.### ###
** 4. Operational Excellence & Governance*** ### Execute and continuously refine the
** Digital Operations Playbook**, ensuring alignment with business SLAs and escalation procedures.* ### Coach operations analysts on performance monitoring standards, escalation protocols, and customer recovery processes.* ### Maintain compliance with governance and documentation requirements, including RCA reports and operational summaries.* ### Govern service transitions from the project team to L2/L3 support.###
** Key KPIs*** ###
** NPS (Net Promoter Score):
** Reflecting customer satisfaction and recovery effectiveness.* ###
** Revenue Impact:
** Correlation between performance stability and conversion or sales.* ###
** API Performance:
** Success rate ≥ 98%, average latency within target thresholds.* ###
** Channel Stability:
** 99.5% uptime for web and app.* ###
** Incident Resolution:
** 95% resolved within SLA.###
** Top Deliverables*** ###
** Weekly Digital Performance Report** – covering API and channel KPIs, outages, and customer impact.* ###
** Incident Recovery Summary** – detailing recovery actions, root cause, and preventive measures.* ###
** Continuous Improvement Tracker** – documenting enhancements in performance or process and downtimes* ###
** Monthly Business Review Deck** – summarizing trends, performance insights, and operational priorities as well as KPI performances### ###
** HIRING REQUIREMENTS:**### ###
** Work Experience*** ### At least two years of full-time work experience (or 2-year Master’s degree as equivalent)* ### Preferably with experience in supporting…