Task and Responsibilities: Oversee end-to-end IT Service Management (ITSM) processes including Incident, Problem, Change, Request, and Knowledge Management. Ensure all services are delivered in accordance with defined Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Monitor and report on service performance metrics, identify trends, and drive continual service improvement. Coordinate with L1, L2, and L3 support teams to ensure timely resolution of incidents and efficient root cause analysis. Manage Major Incidents and communicate updates to stakeholders throughout the incident lifecycle. Maintain and update the Configuration Management Database (CMDB) and other service records. Facilitate CAB (Change Advisory Board) meetings and ensure change governance compliance. Collaborate with vendors and cross-functional teams for effective service delivery. Engage in vendor service evaluations and assess key performance indicators. Support audits and compliance checks related to IT services. Promote adoption of ITIL best practices across the organization. Education,



Experience and Knowledge/Skills: Bachelor s degree in computer science, Information Technology, or related field. 5+ years of experience in Service Management or IT Operations roles. Solid knowledge of ITIL framework (V3 or V4 certification preferred). Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent. Preferred Technical Skills/Process Knowledge. Good knowledge and understanding of IT Applications. Experience in automation or service optimization initiatives Understanding of cloud-based service environments (AWS, Azure, etc.) You are also experienced in the following areas ITIL, IT Service Management (ITSM), Agile methodologies. You are knowledgeable in IT system architecture Knowledge of various information technology areas (e.g., Cloud Technologies: IaaS/PaaS/SaaS). Non-Technical Skills. Strong analytical, technical, functional, critical t

📌 IT Service management Professional (Bengaluru)
🏢 Rekrut India
📍 Bengaluru