ITSM Lead

Position: ITSM Lead

Experience: 8–15 Years

Location: Chennai

Key Responsibilities

• Lead and manage ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, and Service Level Management.
• Manage and support ITSM tools and ensure proper configuration, implementation, and continuous improvement.
• Define, implement, and maintain ITSM processes in line with ITIL best practices.
• Work closely with internal teams and customers to understand service requirements and improve service delivery.
• Monitor service performance, SLAs, KPIs, and operational metrics.
• Identify process gaps and drive continuous service improvement initiatives.
• Support customer onboarding, ITSM process setup, and service transition activities.
• Coordinate with multiple technical teams to ensure effective incident, problem, and change resolution.
• Lead major incident reviews and ensure appropriate root cause analysis and corrective actions.
• Develop and maintain ITSM documentation, SOPs, process documents, and knowledge articles.
• Provide guidance, mentoring, and training to junior team members and interns.
• Support audits, compliance requirements, and customer reporting.
• Manage stakeholder communication and provide regular updates to management and customers.

Required Skills and Qualifications

• 8–15 years of experience in IT Service Management and IT Operations.
• Strong knowledge and hands-on experience with ITSM processes and ITIL framework.
• Experience in managing and configuring ITSM tools such as ServiceNow, ManageEngine, Jira Service Management, Fresh service, or similar platforms.
• Experience in ITSM process implementation, service transition, and continuous service improvement.
• Strong understanding of Incident, Problem, Change, Request, Asset, and Knowledge Management.
• Experience in SLA management, KPI reporting, and service performance monitoring.
• Proven experience in team coordination, mentoring, and stakeholder management.
• Strong analytical, problem-solving, and communication skills.
• Ability to manage multiple customers, projects, and priorities.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Experience with ITSM tool implementation or administration.
• Experience working in a managed services or multi-customer environment.
• Experience with IT infrastructure operations and service delivery.
• Knowledge of IT Asset Management and CMDB concepts.