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Tier-1 brand, metro location, and mid-level technical program role increase candidate competition.
Core ITSM and program management skills transfer across industries, though infrastructure focus adds some specialization.
Mandatory ITIL v4 certification, explicit 6–10 years, and tool experience make filtering strict.
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Own and manage IT service management processes including incident, problem, change management, SLAs, and service catalog governance aligned with ITIL framework.
Lead continuous service improvement initiatives and major incident reviews ensuring RCA and CAPA closure.
Coordinate and track cross-functional technical programs and initiatives, managing dependencies, risks, escalations, and executive communication across engineering and operations teams.
6–10 years work experience in IT Service Management, technical operations, or infrastructure delivery.
Mandatory ITIL v4 Foundation certification; PMP or SAFe certifications are a plus.
Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or equivalent.
Work Experience Required: 6–10 years explicitly mentioned in the JD.
Experienced at bridging ITSM frameworks with hands-on technical program management across engineering and operations teams.
Proficient in Agile, DevOps, and release management practices to drive technical project delivery.
Skilled in stakeholder communication ranging from engineering teams up to executive leadership for status updates and alignment.