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ITSM

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ITSM

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Location: Mumbai

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Experience: 6 years to 10years

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Interview Mode: Online Interview

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Interview Date: 3rd Sep 2025 (Thursday)

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Interview Time: 11: 00 AM to 1: 00 PM

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Mandatory: ITIL Framework Knowledge, Incident, Problem, Change, Service Request, SLA & KPI Management, Documentation and Reporting (RCA, MSR, WSR, Aging, etc.)

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Must-Have:

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• 6+ years of experience in IT Service Management, including Major Incident and Problem Management.

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• Strong knowledge of ITIL Incident, Problem, Change, and Service Level Management processes.

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• Proven experience managing P1/P2 incidents in complex enterprise environments.

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• Experience with SLA management, KPI reporting, and service governance.

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• Strong understanding of RCA methodologies (5 Whys, Fishbone, Fault Tree Analysis, etc.).

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• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.

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• Excellent communication, stakeholder management, and leadership skills.

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• Strong analytical and problem-solving capabilities.

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Preferred Qualifications

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• ITIL Foundation/Intermediate/Managing Professional certification.

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• Experience working in global 24x7 support environments.

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• Knowledge of Agile, DevOps, Cloud, and SRE practices.

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• Experience in process improvement and operational excellence initiatives.

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Key Performance Indicators (KPIs)

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• Major Incident Resolution Time (MTTR)

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• SLA Compliance Percentage

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• Reduction in Repeat Incidents

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• Problem Resolution Effectiveness

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• RCA Timeliness and Quality

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• Customer Satisfaction (CSAT)

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• Process Compliance Score

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• Service Availability and Stability Metrics

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Key responsibilities:

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Major Incident Management

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• Lead and coordinate the resolution of high-priority (P1/P2) incidents impacting business-critical services.

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• Chair major incident bridge calls and coordinate cross-functional technical teams.

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• Ensure timely communication to stakeholders, leadership, and customers during critical incidents.

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• Drive service restoration efforts while minimizing business impact.

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• Conduct post-incident reviews and ensure corrective actions are implemented.

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Problem Management

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• Manage the end-to-end Problem Management lifecycle in accordance with ITIL best practices.

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• Facilitate Root Cause Analysis (RCA) and identify recurring incident trends.

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• Track and govern problem records through resolution.

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• Drive permanent fixes and preventive measures to improve service stability.

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• Monitor Known Error Database (KEDB) and ensure knowledge sharing across teams.

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SLA & Service Governance

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• Monitor and report on Incident and Problem Management SLAs and KPIs.

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• Identify SLA breaches, perform trend analysis, and implement improvement plans.

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• Develop and maintain service performance dashboards and executive reports.

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• Ensure operational teams meet agreed service targets and commitments.

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Process Compliance & Continuous Improvement

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• Ensure compliance with Incident, Problem, Change, and Service Management processes.

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• Conduct regular process audits and identify areas for improvement.

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• Drive process standardization and automation initiatives.

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• Support organizational ITSM maturity and continuous service improvement programs.

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• Ensure adherence to governance, risk, and compliance requirements.

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Stakeholder Management

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• Act as the primary escalation point for critical incidents and service issues.

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• Collaborate with IT Operations, Infrastructure, Application, Security, and Vendor teams.

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• Present service performance, RCA findings, and improvement initiatives to senior management.

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• Build strong relationships with business stakeholders and customers.

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15 years of Continuous Education.