Role & responsibilities :

- Implement and manage ITSM processes aligned with ITIL best practices.
- Oversee incident, problem, change, release, and service request management.
- Ensure SLA compliance and high availability of IT services.
- Monitor service performance, KPIs, and continuous improvement initiatives.
- Lead incident resolution, escalations, and root cause analysis.
- Manage change approvals, risk assessment, and deployment coordination.
- Act as a bridge between business teams and IT for service alignment.
- Manage IT vendors, contracts, and service delivery quality.
- Own ITSM tools and service desk platforms (ServiceNow, Zoho, Jira, etc.).
- Develop and maintain IT policies, SOPs, and documentation.




- Lead and mentor IT support teams and define accountability standards.
- Provide regular service performance reports to management.

Skill Required:

- Solid understanding of IT Service Management concepts and processes.
- Knowledge of SLA management, reporting, and service metrics.
- Strong communication and stakeholder management skills.
- Ability to work independently and in a team environment.

Qualifications & Experience:

- 3-6 years of relevant experience in ITSM.
- Bachelors degree or Master's in IT, Computer Science, Engineering, or a related field.

📌 ITSM Consultant (Karnataka)
🏢 Mmjs Consulting
📍 Karnataka