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Common mid-level ITSM role, Bangalore location, broad skillset and experience band increases competition.
ITSM/process and tool skills transfer easily across industries, so background fit sensitivity is low.
Explicit 2-4 years requirement plus ServiceNow/ITIL preferences create moderately strict shortlisting filters.
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Oversee and facilitate ITIL-based service support functions including Major Incident, Change, and Problem Management to improve service quality.
Coordinate and manage major incident activities, including escalation, communications, and post-incident reviews to ensure timely service restoration.
Produce and maintain governance reports, compliance audits, process documentation, and facilitate operational meetings like CAB and PRB.
2-4 years of relevant experience or equivalent combination of education and experience.
Knowledge or certification in ITIL Foundation (preferred).
Experience with ServiceNow or equivalent ITSM platforms.
Advanced skills in Microsoft Excel, Power BI, and Microsoft 365.
Experienced in managing incident, change, and problem management processes in an IT service delivery environment, preferably using ITIL frameworks.
Skilled in stakeholder management, governance facilitation, and operational reporting.
Analytical with strong capability in tracking KPIs, SLAs, and producing service management dashboards.