Associate Lead Consultant - IT Service Management (ITSM)
YASH Technologies (company site, opens in a new tab)8+ yrsBengaluruOn-siteDirect career pageEst. 14–28 LPA
Posted 16h ago
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Job description
Structured overview of role & requirements
About This Role
- Enforce ITSM process governance including change management policies and incident prevention.
- Lead root cause analysis and coordinate cross-functional teams to resolve issues and mitigate risks.
- Drive key ITSM initiatives like ticket and effort reduction, client discussions, and improve customer satisfaction (CSAT/TCSAT >4.5).
Minimum Requirements
- Experience: Minimum 8 years in IT Service Management (ITSM) roles.
- Bachelor's degree required.
- Mandatory certifications: ITIL v4 Foundation (including Change/Problem Management), CA, AZ104, MCSA, Business Intelligence Development, Microsoft Azure certifications.
- Location: Bangalore, Hyderabad, Indore, or Pune; US Shifts + Oncall required.
Ideal Candidate Profile
- Deep expertise in ITIL framework with mastery of Change and Problem Management and ITSM tools like ServiceNow.
- Proven ability to lead CAB meetings, perform risk assessment, root cause analysis (Ishikawa, 5 Whys, Kepner-Tregoe).
- Experienced in driving operational improvements, client engagement on key initiatives, and maintaining high customer satisfaction scores.