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Metro location and mid-level ITSM role increase applicant competition.
ITIL and specific ITSM tooling create moderate industry specificity but still transferable across IT organizations.
Requires ITIL certification, ServiceNow/Jira platform experience, and 5+ years, so moderately strict.
Lead and optimize core ITIL processes such as Incident, Problem, Change, Request Fulfillment, and Configuration Management to drive operational efficiency in IT Service Management.
Manage high-severity major incidents (P1/P2) including escalation handling, cross-functional coordination, and stakeholder communication to minimize downtime.
Oversee ITSM platform administration and use operational metrics to identify service gaps and drive continuous improvement initiatives.
5+ years of experience in IT Operations, Service Management, or Technical Support Leadership.
Mandatory ITIL v3/v4 Foundation certification; Intermediate or Managing Professional certification preferred.
Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, Remedy, Freshservice).
Location: Bengaluru, Karnataka, India (Shift 1)
Experienced in leading critical incident resolution involving cross-departmental teams with strong governance adherence.
Skilled in analyzing and reporting IT service metrics such as MTTR, SLA compliance, Change Success Rate.
Familiarity with integrating Agile, DevOps or Lean methodologies alongside ITIL practices preferred but not mandatory.