ITSM MIM & Business Operations Centre (BOC) Manager at Planet

Porto, Porto, Portugal

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Retail, Hospitality, FinTechIndustries

Requirements

Bachelor’s degree in Information Technology, Business, or related field
12–15 years of experience in IT operations, service management, incident management, or related roles

Responsibilities

Serve as the Incident Commander for all Priority 1 (P1) and high-severity (P2) incidents affecting critical systems, ensuring timely triage, escalation, resolution, and stakeholder communication (working with the ITSM communication team)
Lead the Major Incident lifecycle: identification, impact assessment, coordination of response teams, root cause capture, and incident closure
Deliver structured, risk-aware communications to executive stakeholders, including business leadership, compliance, and client-facing teams
Ensure accurate and timely documentation of incidents in ITSM tools (e.g., ServiceNow), and facilitate Post-Incident Reviews (PIRs) to drive remediation and service improvement
Maintain readiness for regulatory audits, including compliance with PCI-DSS, DORA, GDPR, ACPR or ISO 27001 where applicable
Lead and manage the Business Operations Centre, a 24/7/365 function that provides real-time operational oversight, event monitoring, and rapid incident escalation
Define and oversee BOC operational workflows, shift handovers, monitoring tool coverage, and incident response procedures
Ensure BOC analysts are trained and equipped to respond to alerts from infrastructure, application, and service monitoring platforms (e.g., Coralogix, Splunk, AppDynamics, SolarWinds)
Coordinate with Infrastructure, Application Support, Cybersecurity, and Network Operations to ensure visibility and fast response to service-impacting events
Review BOC performance, metrics, and response SLAs; drive improvements through automation, SOPs, and knowledge sharing
Maintain a structured MIM and BOC framework aligned to ITIL v4 and operational resilience principles
Partner with Problem Management, Change Management, and Risk & Compliance to identify systemic issues and ensure closed-loop resolution
Report on MIM/BOC performance, trends, and risks to senior IT and business leadership
Participate in business continuity, disaster recovery (DR), and resiliency planning and testing

Skills

Key technologies and capabilities for this role

ITSMMajor Incident ManagementIncident CommanderTriageEscalationStakeholder CommunicationService ContinuityHigh Availability24/7 OperationsBusiness Operations Centre

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

What are the work hours or shift requirements for this role?

This information is not specified in the job description.

What key skills and experience are required for this role?

The role requires experience in ITSM Major Incident Management, leading incident lifecycles including triage, escalation, and resolution, structured stakeholder communications, ITSM tools like ServiceNow, and managing 24/7 operations centers with monitoring and escalation procedures.

What is the company culture like at Planet?

This information is not specified in the job description.

What makes a strong candidate for this position?

A strong candidate is highly experienced and decisive in ITSM Major Incident Management and Business Operations Centre oversight, capable of leading high-pressure incident responses in a 24/7 regulated payment environment while bridging technical teams and executives.

Planet

High-resolution satellite imagery subscription service

About Planet

Planet captures high-resolution satellite images of the Earth using a fleet of small satellites called Doves. These satellites provide near-daily, detailed imagery across eight different bands, allowing clients to monitor environmental changes, manage resources, plan urban developments, and respond to disasters. The company operates on a subscription-based model, giving clients access to a vast library of images and data analytics tools. This approach ensures consistent revenue as clients require ongoing updates. Planet differentiates itself by offering customized solutions and educational resources through Planet School, helping users effectively utilize their platform. The goal of Planet is to be a leader in the geospatial intelligence market, providing valuable insights through frequent and detailed Earth observation.

San Francisco, CaliforniaHeadquarters

2010Year Founded

$617.1MTotal Funding

IPOCompany Stage

Data & Analytics, AerospaceIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

Sabbatical Leave

Remote Work Options

Wellness Program

Mental Health Support

Home Office Stipend

Phone/Internet Stipend

Tuition Reimbursement

Equity

Commuter Benefits

Volunteering Paid Time Off

Parental Leave

Risks

Increased competition from companies like Antaris threatens market share.

Recent layoffs may impact operational efficiency and innovation.

Expansion of partnerships may stretch resources, reducing service quality.

Differentiation

Planet operates the largest fleet of Earth-imaging satellites globally.

Their subscription model ensures continuous revenue from diverse sectors.

Planet's AI-driven analytics enhance satellite imagery insights significantly.

Upsides

AI-driven analytics can expand into agriculture and urban planning sectors.

Partnerships with platforms like UP42 enhance data offerings and capabilities.

Smart city management using satellite data offers new revenue streams.

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