Summary:

The Ticket Coordinator - TAT Optimization plays a pivotal role in ensuring the efficient management of the service lifecycle within ServiceNow, with a dedicated focus on minimizing turnaround time (TAT) and preventing SLA/OLA breaches. This role is central to maintaining service reliability and operational excellence by actively governing the end-to-end lifecycle of Incidents, Requests, Problems, and Changes. Through data-driven insights, proactive monitoring, and continuous process refinement, the coordinator ensures timely resolution, reduces backlog accumulation, and enhances overall service delivery performance. The position demands a detail-oriented, analytical mindset with a robust commitment to quality, accountability, and continuous improvement.

Location: Malad, Mumbai

Experience: 1-3 years

Responsibilities:
- Own end-to-end governance of Incidents, Requests, Problems, and Changes within ServiceNow.
- Monitor and optimize key performance metrics, including TAT, MTTR, SLA/OLA compliance, backlog aging, and ticket reopen rates.
- Identify aging, stuck,



or high-risk tickets and initiate structured escalation to ensure timely resolution.
- Enforce accurate classification, prioritization, and assignment of tickets to ensure first-time correctness.
- Analyze ticket lifecycle timestamps (create â assign â work â resolve â close) to pinpoint delays and bottlenecks.
- Lead process improvement initiatives to eliminate handoffs, approval delays, vendor dependencies, and diagnostic gaps.
- Implement automation, standard changes, and updated SOPs to streamline workflows and reduce TAT.

Requirements
- 1-3 years of experience in IT service management, ticket coordination, or operations support.
- Proficiency in ServiceNow with hands-on experience managing incident, request, problem, and change workflows.
- Strong analytical skills with the ability to interpret lifecycle data and derive actionable insights.
- Demonstrated experience in TAT reduction, SLA manag

📌 Hiring || Snow Ticket Coordinator (Mumbai)
🏢 2COMs
📍 Mumbai