Job Title: Senior ITSM Developer Experience: 8+ Years Location: Gurgaon, Noida, Delhi, Bangalore, Pune, Chennai (Excluding Hyderabad) Role Summary We are seeking a highly experienced ITSM skilled with deep expertise in ITIL processes, governance, and transformation initiatives . The role requires ownership of enterprise-scale ITSM delivery, process maturity, and automation strategy. Must-Have (Strong ITSM Focus) · 8+ years core ITSM experience (not just ops/support) · Deep hands-on expertise in: o Incident Management (Major Incident handling) o Problem Management (RCA, trend analysis) o Change & Release Management (CAB governance) · Strong experience in ITIL v3/v4 implementation & process consulting · Experience driving ITSM transformation / process maturity (L3–L5 level) · Extensive work on SLA, KPI,
OLA definition & governance · Proven experience in client-facing roles & stakeholder management Key Responsibilities · Own and govern end-to-end ITSM processes across large enterprise accounts · Lead ITIL process design, implementation, and optimization · Drive Continual Service Improvement (CSI) initiatives · Manage Major Incident bridges and ensure timely resolution · Conduct Problem reviews & RCA governance meetings · Chair/participate in Change Advisory Board (CAB) · Define and track service metrics, dashboards, and reporting · Ensure compliance with audit, risk, and ITSM standard Tools & Technology · Strong hands-on experience with: ServiceNow · Experience in: · Workflow automation · ITSM tool configuration / customization · Reporting dashboards