Senior Administrator - Incident Management, ServiceNow

Experience: 2 to Not Available years

Location: Others, India

Skills: Incident Management, ITIL Service Management, ServiceNow, Cloud Services, Customer Service Skills, ITSM tools, Jira Service Management, SaaS, S4HANA, Ariba, Concur, ITIL Foundation, CompTIA Cloud Essentials

Job Summary
Timely, empathetic, and accurate outage notifications to customers, ensuring Customer Experience Excellence
Primary Skill: Incident Management
Secondary Skill: ITIL Service Management and Service Now
Good to Have: Cloud Services Knowledge and Customer Service Skills
Key Responsibilities
Send initial outage notifications to customers within 15 minutes using ServiceNow or PagerDuty or SAP SPC.
• Maintain transparent, professional communication logs for all customer interactions.
• Collaborate with White Cap (DCC Manager) to align messaging with incident severity.
• Automate routine notifications to improve efficiency.




• Collect post-incident customer feedback to refine communication processes
Skill Requirements
Bachelor’s degree in IT, Communications, or related field.
• 2+ years in customer-facing roles, ideally in IT/SaaS support.
• Exceptional communication and customer service skills.
• Proficiency in ITSM tools (ServiceNow, Jira Service Management) and ITIL Service Management.
• Good understanding of cloud computing (SaaS focus: S4HANA, Ariba, Concur) and incident management.
• Ability to remain calm in high-pressure, 24/7 shift environments.
• Preferred certifications: ITIL Foundation, CompTIA Cloud Essentials
Other Requirements
Role Overview:
The Customer Communications Specialist (Blue Cap) delivers timely, empathetic, and accurate outage notifications to customers, ensuring Customer Experience Excellence. This role uses automation and ITIL processes to meet the

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