Description:

TE Connectivity is hiring an IT Operations Analyst II to act as a Major Incident Manager within the Service Integration and Management (SIAM) team. This role serves as the Single Point of Contact (SPOC) responsible for coordinating rapid responses to major, high-impact incidents across TE’s global Server, Storage, Backup, and Disaster Recovery (SSBR) infrastructure, which supports over 40,000 users across 50+ countries. Aligned with ITIL v4 frameworks, you will host emergency incident bridge calls, drive accountability across cross-functional engineering and vendor teams, provide clear communications to executive leadership, and partner with Problem Management to facilitate deep-dive Root Cause Analysis (RCA).

Key Technologies

ITSM Tools (ServiceNow, BMC Remedy, Jira Service Management), ITIL v4 Framework, Global IT Infrastructure Systems (Networks, Linux/Windows Servers, Storage, Cloud, Datacenter Monitoring & Alerting Tools)

Requirements:

• Bachelor’s degree in an appropriate field (Computer Science, IT, Business Operations) or local equivalent.
• 2–3 years of direct operational experience within Service Management, Incident Command, or a SIAM environment.
• Strong basic-to-intermediate knowledge of ITIL v4 practices, specifically governing Incident, Problem, and Change Management pipelines. An ITIL v4 Foundation certification is highly preferred.
• Sound high-level understanding of core IT enterprise infrastructure components including corporate networks, server architectures, cloud environments, storage arrays, and disaster recovery setups.
• Proven capability to lead and coordinate emergency incident response calls with diverse, multi-regional technical teams, vendors, and stakeholders under high-pressure conditions.
• Maintain strict alignment with corporate Service Level Agreements (SLAs), drive accountability, and manage structural escalation procedures to preserve business continuity.
• Collaborate with Problem Management squads to execute structural Root Cause Analysis (RCA), track corrective action logs, and generate detailed post-incident timeline reports.
• Experience interpreting infrastructure monitoring logs and alerting matrices to expedite troubleshooting. High familiarity utilizing enterprise ITSM tools like ServiceNow, BMC Remedy, or Jira Service Management.
• Exceptional communication, stakeholder management, negotiation, and conflict resolution skills. The distinct ability to remain composed, logical, and authoritative in crisis situations.
• Preparedness to operate efficiently inside a fast-paced, 24/7 global infrastructure environment (supporting primary data hubs in the US, Germany, Japan, China, and Hong Kong). Experience with Agile and DevOps environments is a plus.