Senior ITSM Consultant(Senior IT Analyst Technical Infrastructure)
Sourceo7+ yrsMumbaiOn-siteDirect career pageEst. 16–30 LPA
Posted on 8 Sept
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Job description
Structured overview of role & requirements
About This Role
- Own end-to-end governance and operational management of ITSM processes including Incident, Problem, Change, Release, and Service Level Management across a global enterprise.
- Lead and coordinate critical incident response (P1/P2), enterprise CAB and change governance meetings, and produce executive-level ITSM reporting and dashboards.
- Drive service improvement initiatives, ITSM platform validation (ServiceNow), and implement automation and AI solutions to enhance ITSM operational efficiency.
Minimum Requirements
- Bachelor’s degree in Computer Science, IT, or equivalent relevant experience.
- 7+ years of hands-on experience in IT Service Management (ITSM), ITIL, Service Level Management, and ServiceNow
- ITIL Foundation certification mandatory; advanced ITIL certifications preferred.
- Must be available to work onsite from Bangalore, India, 5 days a week, 1 pm to 10 pm IST, with occasional weekend/off-hours support; Visa sponsorship not available.
Ideal Candidate Profile
- Demonstrated ability to independently lead enterprise-wide ITSM processes with minimal supervision in a global, multi-regional environment.
- Experienced in facilitating enterprise CAB/eCAB, managing critical incident communications, and supporting IT controls and compliance including SOX audits.
- Proficient in advanced ServiceNow platform capabilities, ITSM reporting, and applying automation, AI, and workflow technologies to improve operational governance and efficiencies.