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Known brand, mid-level generalist ITSM role in metro attracts many qualified applicants.
Banking domain mandate and ITIL-centered processes create high industry-specific fit sensitivity.
Mandatory 6+ years banking experience and ITIL Foundation certification make screening highly strict.
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Ensure delivery of IT services meeting SLAs, KPIs, and contractual obligations including Incident, Problem, Change, and Service Request Management.
Lead service performance monitoring, root cause analysis, and drive continuous service improvement initiatives to enhance operational efficiency and service quality.
Manage governance activities including customer service reviews, escalation handling, compliance, audit readiness, and vendor performance coordination.
Graduate degree in Computer Science, IT, Engineering, or related field mandatory.
Minimum 6+ years of experience in Banking domain mandatory.
ITIL Foundation certification is mandatory; ITIL Intermediate or Managing Professional certifications preferred.
Work Experience Required: Minimum 6+ years in Banking domain.
Experienced in ITIL-based service management within Banking or financial services environments, handling infrastructure, cloud, network, or managed services.
Proven ability to manage end-to-end service operations including SLA governance, audits, risk mitigation, and customer engagement at senior levels.
Comfortable leading cross-functional teams, vendor management, and driving complex incident/problem resolution and continuous improvement efforts.