Project Role : Operations Engineer
Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : Infrastructure Service Management, ITSM Process Governance and Reporting
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
The SRE for ITSM Process Governance is responsible for improving the reliability, effectiveness, compliance, and automation of ITSM processes across Incident, Major Incident, Problem, Change, Event, Knowledge, Request, and Service Operations Management functions. This role combines ITIL process governance with SRE engineering practices to drive operational excellence, service reliability, process standardization, and continuous improvement.

Roles & Responsibilities:
ITSM Process Governance
Govern enterprise ITSM processes and ensure adherence to approved standards.
Develop and maintain ITSM policies, process documentation, SOPs, and governance frameworks.
Conduct process compliance reviews and audits.
Ensure alignment between ITSM processes and business objectives.
Reliability Engineering for ITSM
Identify process bottlenecks, risks, and failure points.
Drive reliability improvements across Incident, Change, Problem, and Event Management.
Measure and improve process maturity and operational effectiveness.
Process Automation & Optimization
Design and implement automation opportunities within ITSM workflows.
Reduce manual effort through workflow orchestration and AI-driven automation.
Optimize ticket lifecycle management and operational processes.
Drive self-healing and auto-remediation capabilities.

ServiceNow & ITSM Platform Engineering
Partner with platform teams to improve ServiceNow workflows and governance controls.
Define process requirements for platform enhancements.
Ensure CMDB, Knowledge Management, Incident, Problem,



and Change modules align with governance standards.
Support platform modernization initiatives.
Reporting, Metrics & Analytics
Develop executive dashboards and governance scorecards.
Track process KPIs and compliance metrics.
Identify trends and recommend service improvement actions.
Provide governance insights to leadership teams.
Risk, Audit & Compliance
Support internal and external audits.
Monitor process compliance and control effectiveness.
Track policy exceptions and remediation plans.
Ensure adherence to regulatory and organizational requirements.
Continuous Service Improvement (CSI)
Lead process maturity assessments.
Drive improvement programs across service management functions.
Facilitate governance reviews and stakeholder meetings.
Establish best practices and standardized operating models.

Professional & Technical Skills:
ITSM Platforms (Must to Have)
ServiceNow ITSM
ServiceNow CMDB
ServiceNow Performance Analytics
ServiceNow Reporting
Process Frameworks
ITIL v4
Continual Service Improvement (CSI)
Analytics & Reporting (Must to Have)
Power BI
Power Automate
ServiceNow Dashboards
Excel Advanced Analytics
KPI Reporting & Governance
Automation & Engineering (Good to Have)
Workflow Automation
ServiceNow Flow Designer
API Integrations
AI/ML & GenAI for ITSM
Process Mining Tools
Experience
8–10+ years in ITSM Governance, Process Engineering, SRE, Service Delivery, or Operational Excellence.
Strong expertise in Incident, Problem, Change, and Event Management.
Experience driving ITSM transformations and governance initiatives.
Experience supporting enterprise-scale service operations.

Additional Information:
Preferred Certifications
ITIL 4 Managing Qualified
ServiceNow ITSM Implementation Specialist
Microsoft Power BI Certification

- The candidate should have minimum 7.5 years of experience in Infrastructure Service Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.

15 years full time education

📌 Operations Engineer (Bengaluru)
🏢 Accenture
📍 Bengaluru