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Metro location, mid-level generalist title, and common ITSM skills increase applicant competition.
ITSM, incident and change management skills are highly transferable across industries, so low sensitivity.
Explicit 4–6 years requirement plus ITIL/process expertise implies medium strictness in shortlisting.
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Oversee and administer ITIL-based service support including incident, major incident, problem, request, and change management focusing on improving service quality.
Lead major incident management by serving as primary contact, driving process improvements, leading bridge meetings, and conducting training sessions.
Coordinate service management duties such as monitoring changes, post-implementation reviews, RCA documentation, facilitating key process meetings, and driving continuous service improvement initiatives.
Any degree.
4-6 years of relevant experience or equivalent combination of education and experience.
Location: Bangalore.
Proven experience with ITIL-based service support and managing service delivery processes.
Experienced in coordinating client-facing resources and third-party vendors to manage ESM processes daily.
Able to lead quality assurance initiatives and process improvements in major incident management.
Skilled at facilitating multiple process-related meetings and driving continuous service improvement.