Own the end-to-end lifecycle management of the organization's ITSM platform, ensuring availability, scalability, security, governance, and continuous improvement.

Lead the strategy, architecture, implementation, upgrade, administration, and optimization of ITSM tools such as:

- ServiceNow
- ManageEngine ServiceDesk Plus
- BMC Remedy
- Jira Service Management

Change Management
- Govern the organization's Change Management process.
- Chair or coordinate Change Advisory Board (CAB) meetings.
- Evaluate and approve normal, emergency, and standard changes.
- Monitor change success rates and minimize change-related disruptions.
- Ensure compliance with audit and regulatory requirements.

Service Request Management
- Design and optimize service request workflows.
- Improve fulfillment efficiency through automation.
- Monitor request backlogs and SLA compliance.
- Develop self-service capabilities and service catalog improvements.

Incident Management
- Own and govern the Incident Management process.
- Ensure timely resolution of incidents within agreed SLAs.
- Manage Major Incident processes and bridge calls.
- Coordinate cross-functional teams during critical service outages.
- Establish incident trend analysis and continual improvement initiatives.

Problem Management
- Lead root cause analysis (RCA) activities for recurring incidents.
- Establish proactive problem management practices.
- Track corrective and preventive actions.
- Reduce repeat incidents and improve service stability.
- Ensure proper documentation of known errors and workarounds.

Manage the complete lifecycle of ITSM modules including:
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- CMDB
- Knowledge Management
- Service Catalog
- Asset Management
- Release Management




- Vendor Management

Platform Administration & Governance
- Administer and maintain the ITSM platform, ensuring high availability and performance.
- Define platform governance standards, development guidelines, and operational procedures.
- Manage environments including Development, UAT, DR, and Production.
- Conduct periodic health checks and platform performance reviews.
- Establish role-based access controls and security standards.

Workflow Automation & Process Integration
- Design and implement automated workflows aligned with ITIL processes.
- Integrate ITSM tools with:
- Active Directory / Entra ID
- Monitoring Tools
- Endpoint Management Platforms
- Security Solutions (SIEM/SOC)
- HRMS Systems
- Procurement Systems
- Asset Management Solutions
- Drive workflow automation to improve productivity and service delivery.

We are seeking an experienced IT Service Management (ITSM) SME with 1012 years of experience in establishing, managing, and continuously improving IT Service Management processes and governance frameworks across enterprise environments. The ideal candidate will be responsible for driving ITSM best practices, service delivery governance, process maturity, automation, service quality improvement, and operational excellence. The role requires deep expertise in Incident Management, Problem Management, Change Management, Service Request Management, Configuration Management (CMDB), Asset Management, Release Management, Service Level Management, Vendor Management, and IT Operations Governance.

The candidate will work closely with Infrastructure, Security, Application, Cloud, Network, Service Desk, Business Stakeholders, and Vendors to ensure productive and effective delivery of IT services aligned with business objectives and regulatory requirements.

📌 ITSM Engineer (Mumbai)
🏢 Axis Finance (AFL)
📍 Mumbai