ITSM

ITSM

ITSM

Location: Mumbai

Experience: 6 years to 10years

Interview Mode: Online Interview

Interview Date: 3rd Sep 2025 (Thursday)

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

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

Must-Have:

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

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

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

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

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

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

• Excellent communication, stakeholder management, and leadership skills.

• Strong analytical and problem-solving capabilities.

Preferred Qualifications

• ITIL Foundation/Intermediate/Managing Professional certification.

• Experience working in global 24x7 support environments.

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

• Experience in process improvement and operational excellence initiatives.

Key Performance Indicators (KPIs)

• Major Incident Resolution Time (MTTR)

• SLA Compliance Percentage

• Reduction in Repeat Incidents

• Problem Resolution Effectiveness

• RCA Timeliness and Quality

• Customer Satisfaction (CSAT)

• Process Compliance Score

• Service Availability and Stability Metrics

Key responsibilities:

Major Incident Management

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

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

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

• Drive service restoration efforts while minimizing business impact.

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

Problem Management

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

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

• Track and govern problem records through resolution.

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

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

SLA & Service Governance

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

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

• Develop and maintain service performance dashboards and executive reports.

• Ensure operational teams meet agreed service targets and commitments.

Process Compliance & Continuous Improvement

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

• Conduct regular process audits and identify areas for improvement.

• Drive process standardization and automation initiatives.

• Support organizational ITSM maturity and continuous service improvement programs.

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

Stakeholder Management

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

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

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

• Build strong relationships with business stakeholders and customers.

15 years of Continuous Education.