ITSM Lead – L3 (Incident, Change & Problem Management)

Experience: 10 to 14 years

Location: Noida, India

Skills: ITIL processes, Incident Management, Problem Management, Change Management, ServiceNow, Remedy, Major Incident Management, Root Cause Analysis, 5 Whys, Fishbone, Service governance, Compliance, Audit requirements, Leadership, Stakeholder management, ITIL certification

Job Summary
Job Description: ITSM Lead (L3) – Incident / Change / Problem Management
Department: IT Service Management
Role Summary: Responsible for leading and governing Incident, Change, and Problem Management processes aligned with ITIL framework. The role focuses on major incident management, process ownership, root cause elimination, change governance, and driving continuous service improvement across the organization.

Key Responsibilities:
Incident Management (Major Incident Management):
• Lead and manage major/critical incidents end-to-end ensuring minimum business impact.
• Own incident lifecycle from detection to resolution and closure with SLA adherence.
• Chair major incident bridge calls and provide executive-level communication.
• Ensure incident documentation, reporting, and post-incident reviews (PIR).
Problem Management:
• Own Problem Management process and governance.
• Lead root cause analysis (RCA) using techniques like 5 Whys, Fishbone, etc.
• Drive permanent fixes and eliminate recurring incidents.
• Analyze incident trends and implement proactive problem management strategies.
Change Management:




• Govern Change Management processes including CAB meetings.
• Review and approve high-risk changes and implementation plans.
• Ensure change success rate, risk mitigation, and compliance with policies.
• Coordinate large-scale or critical change implementations.
Governance & Leadership:
• Define ITSM processes, policies, and SOPs aligned with ITIL best practices.
• Own KPIs and SLAs (MTTR, change success rate, incident reduction).
• Provide reporting and dashboards for leadership and customers.
• Lead service review meetings and continuous service improvement (CSI) initiatives.
• Mentor L1/L2 teams and drive capability development.
Stakeholder & Operations Management:
• Collaborate with cross-functional teams (Infra, Apps, Vendors).
• Manage stakeholder communications and escalations.
• Drive global operational coordination and ensure seamless handovers.
Skills & Qualifications:
• Solid expertise in ITIL processes (Incident, Problem, Change Management).
• Experience in ITSM tools (ServiceNow, Remedy, etc.).
• Strong experience in Major Incident Management and RCA.
• Knowledge of service governance, compliance, and audit requirements.
• Excellent leadership, communication, and stakeholder management skills.
• ITIL certification (Intermediate/Expert) preferred.
Key Competencies:
• Major Incident Leadership
• RCA & Problem Elimination
• Change Governance (CAB)
• Service Governance & Compliance
• Continuous Service Improvement (CSI)

📌 ITSM Lead –(Incident, Change & Problem Management) (Noida)
🏢 HCL Technologies
📍 Noida