Service Manager

Job Title : Service Manager Location : Los Angeles, CA (Hybrid) Job Type : Contract / Full-Time Job Description: · Ensure SLA compliance and maintain high availability of business-critical applications/systems · Take ownership of application downtime incidents and act as the primary escalation point during outages · Leverage a strong development background to better understand application behavior, logs, and issue diagnosis · Possess thorough understanding of Software Development Life Cycle (SDLC) to align support with build, release, and production cycles · Manage major incidents with clear, timely stakeholder communication · Oversee end-to-end application support lifecycle (incident, problem, change coordination) · Use tools like ServiceNow for ticket tracking, prioritization, and SLA monitoring · Perform issue triage with leads/technical teams to identify root causes and drive resolution · Lead cross-functional teams (L2/L3, infra, vendors) for efficient incident management · Plan and execute preventive & corrective maintenance · Track and improve incident trends, recurring issues, and service performance · Develop MIS/operational reports and dashboards (Excel) · Drive service reviews and continuous improvement initiatives · Maintain documentation, SOPs, and service logs · Demonstrate strong stakeholder management across business and IT teams · Mentor team on incident handling, RCA quality, and support best practices