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Mid-level ITSM role in Bangalore with common skills and 2–4 years, leading to high competition.
ITSM, incident/change, and ServiceNow skills are broadly transferable across industries.
Explicit 2–4 years plus required ServiceNow/ITSM experience and governance skills create high shortlisting strictness.
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Manage and coordinate Major Incident Management activities including incident escalation, communication, and post-incident reviews to ensure swift service restoration.
Facilitate Change Management processes such as reviewing change requests, conducting Change Advisory Board (CAB) meetings, monitoring change schedules, and enforcing compliance with governance controls.
Oversee Problem Management processes including problem identification, root cause analysis facilitation, Problem Review Board (PRB) meetings, and driving permanent resolution for recurring issues while maintaining governance reporting and process compliance.
Education: Any degree.
Work Experience Required: 2-4 years relevant experience in IT Service Management or equivalent combination of education and experience.
Mandatory Skills: Strong understanding of ITIL Incident, Major Incident, Change, and Problem Management processes; experience with ServiceNow or equivalent ITSM platforms.
Certifications: ITIL Foundation Certification preferred.
Experienced in coordinating cross-functional teams and client-facing resources in a structured IT service management environment.
Proficient in service management reporting, KPI/SLA monitoring, compliance audits, and governance meeting facilitation.
Comfortable working with ITSM tools like ServiceNow and advanced Microsoft Excel, Power BI for data analysis and reporting.