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Popular PM title, metro hiring, and broad ITSM/service delivery requirements increase candidate competition.
ITSM and service delivery focus requires domain experience but is transferable across technology services industries.
Mandatory ITSM/ServiceNow and leadership requirements produce moderately strict filtering of candidates.
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Lead Major Incident, Request, Event, Problem, Change, and Knowledge Management processes ensuring operational excellence and continuous improvement.
Manage high-impact incidents and crisis response with timely executive communication and coordination with global teams.
Drive evolution of digital service desk channels through automation, self-service, and omnichannel capabilities for scalable user-centric support.
Work Experience Required: Not explicitly mentioned in the JD.
Strong knowledge of ITIL v4 and ITSM process ownership (Incident, Change, Problem, Knowledge, Event).
Experience with ServiceNow, monitoring/observability tools, ERP environments, and follow-the-sun support models.
Bachelor's or Master's degree in Commerce, Economics, Finance, Business Administration, or Business Analytics; AWS Certified Solutions Architect - Professional certification required.
Proven ability to lead multi-layered IT and cross-functional support teams in a global, multicultural environment.
Experience driving incident, crisis, and operational escalation management with senior stakeholders across geographies.
Expertise in modern service desk technologies including chatbots, self-service portals, AI-driven ticket deflection, and automation.