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Protocol Intelligence
Data-driven signals on your job's competitivenessMid-level role with common ITSM skills and metro location increases applicant competition moderately.
ITSM skills transfer across industries but healthcare and global team experience preference increases domain sensitivity.
Explicit 5+ years, ITIL/ITSM proficiency, Jira experience, night-shift and broadband requirements raise strictness.
Job Description
Structured overview of role & requirementsAbout This Role
Lead and manage IT Service Management (ITSM) practices including Incident, Change, Problem, and Service Level Management across Enterprise IT using Jira workflows.
Develop and maintain SOPs, reports, dashboards, and KPI-driven insights to drive continuous service improvement and operational governance.
Coordinate incident response, change approvals (CAB/eCAB), and facilitate weekly operational reviews to ensure service reliability and transparency.
Minimum Requirements
Bachelor’s or master’s degree in IT, Computer Science, or related field.
Minimum 5 years experience in IT Service Management or equivalent roles with hands-on process optimization and technology efficiency.
Proficiency with ITIL/ITSM frameworks and practical experience using Jira, Confluence, and SharePoint.
Willingness to work night shifts (02:30pm - 11:30pm IST, with flexibility for 06:30pm - 03:30am IST); stable high-speed wired internet connection (min 50 Mbps) for remote work.
Ideal Candidate Profile
Experienced in managing ITSM processes in large or global IT environments, preferably healthcare domain exposure.
Data-driven decision maker with strong analytical skills to translate operational metrics into actionable improvements.
Skilled at cross-functional communication and influence without direct authority, facilitating stakeholder engagement and risk-informed decision making.