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Mid-level, metro location and broadly transferable ITSM skillset create moderate applicant competition.
Service management and SIAM experience transfer across IT services but require domain-specific ITIL/SIAM knowledge, so medium.
Explicit 6–8 years plus domain-specific ITIL/SIAM service management expectations make filters moderately strict.
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Lead and coordinate ITIL-based service support processes including incident, major incident, problem, request, and change management to improve overall service quality.
Provide command-and-control leadership during major incidents, facilitating resolution and ensuring communication with stakeholders including executives.
Manage service delivery teams and vendors, monitor SLA performance, conduct audits, and lead continuous service improvement programs for Enterprise Service Management (ESM) and Service Integration and Management (SIAM).
Any degree qualification.
6-8 years of relevant experience or equivalent combination of education and experience.
Experience in ITIL-based service management and incident management processes.
Location requirement: Bangalore, India.
Experienced in managing end-to-end major incident and service management processes within an ITIL framework.
Capable of leading virtual teams and coordinating cross-functional technical and vendor teams to meet SLA and service quality commitments.
Skilled in continuous service improvement, vendor management, and performance reporting within complex service delivery environments.