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Metro location and common mid-level experience increase competition, while niche ITSM focus limits applicants.
ITSM skills are transferable across industries but require domain familiarity with ITIL processes and ServiceNow.
Explicit years requirement plus ITIL/ServiceNow and governance experience create moderate shortlisting filters.
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Manage and coordinate Major Incident Management activities including bridge calls, stakeholder communication, and post-incident reviews to ensure timely resolution and compliance.
Oversee Change Management processes by reviewing requests, facilitating CAB meetings, monitoring change schedules, and driving continual improvement to reduce disruptions.
Lead Problem Management functions such as facilitating PRB meetings, conducting root cause analyses, tracking corrective actions, and generating governance reports and compliance audits.
Education: Any degree.
Work Experience Required: 2-4 years relevant experience or equivalent combination of education and experience.
Certifications/Skills: ITIL Foundation Certification preferred; experience with ServiceNow or equivalent ITSM platform; strong analytical and reporting skills including advanced Microsoft Excel and Power BI.
Location: Bangalore (implied from job location).
Experience managing ITIL based service support processes including Incident, Major Incident, Change, and Problem Management in a service delivery environment.
Ability to facilitate and drive governance and operational meetings (CAB, PRB, MIM Reviews) with multiple stakeholders including clients and technical teams.
Proven capability in stakeholder management, strong communication skills, and supporting continual service improvement through process compliance and reporting.