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Kapitus logo
Kapitus

We believe business owners should be able to focus on running their business, while we take care of the financing.

Service Manager

ManagerManagerOtherRemoteLeadTeam 201-500Since 2006H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

95 days ago

Salary

$117.8K - $189K / year

Seniority

Lead

Bachelor Degree8 yrs expEnglishAWSITSMServiceNow

Job Description

Service Manager

Kapitus

• Own and run the end-to-end Incident Management process • Lead and coordinate all P1/P2 Major Incidents, from detection to resolution • Facilitate rapid troubleshooting with Infra, DevOps, Security, Networking, and Application teams • Serve as the primary communication lead during incidents • Ensure root cause analysis (RCA) is conducted for all major incidents • Identify incident trends and drive long-term prevention activities • Own the Change Management process • Review, assess, and approve changes (standard, normal, emergency) • Chair the Change Advisory Board meetings • Maintain change calendar and enforce compliance with organizational standards • Coordinate and manage software releases, infrastructure rollouts, patch cycles, and deployments • Oversee the accuracy and integrity of the Configuration Management Database (CMDB) • Continuously improve ITSM processes using ITIL best practices • Establish KPIs and dashboards for incidents, changes, and releases

Job Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
  • 8–10+ years of experience in IT Service Management, including incident and change management
  • Strong understanding of ITIL practices
  • Experience running major incidents in a fast-paced environment
  • Hands-on experience with ITSM tools (ServiceNow, Jira Service Management, etc.)
  • Familiarity with AWS, cloud services, CI/CD, DevOps
  • Excellent leadership under pressure
  • Strong analytical and problem-solving abilities
  • Outstanding communication skills
  • Ability to prioritize in a high-stakes, dynamic environment
  • Customer-focused mindset with operational excellence

Benefits

  • Competitive Base Salary Range of $117,800-$189,000
  • Annual Incentive Compensation Eligibility – Up to 10% annually
  • Health Insurance: Comprehensive medical, dental, and employer-paid vision plans
  • 100% Company Paid Insurances: Basic short-term and long-term disability, vision insurance
  • Voluntary Insurance: Supplemental life insurance, enhanced short- and long-term disability coverage
  • Paid Maternity and Parental Leave
  • LifeBalance Program: Discounts on activities, arts, health, and fitness
  • Plum Benefits Discount Program: Exclusive discounts on shows, travel, and more
  • Tuition Reimbursement: Up to $5,000 annually
  • Transit Reimbursement: For all work-related travel
  • Paid Time Off: 120 Hours of Paid Time Off and 56 hours of Sick Time annually
  • Retirement Benefits: 401K plan with 25% match on contributions

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Quest Software logo

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