Key Responsibilities
Technical Leadership
Lead and mentor ITSM developers, administrators, and support teams.
Provide technical guidance and best practices for ITSM platform implementations.
Review solution designs, configurations, and customizations.
Ensure adherence to organizational standards and governance policies.

ITSM Process Management
Lead implementation and enhancement of ITIL processes, including:
Incident Management
Problem Management
Change Management
Service Request Management
Knowledge Management
Asset Management
Configuration Management (CMDB)
Drive service excellence and continuous service improvement initiatives.

Platform Development & Administration
Configure and manage ITSM tools and workflows.
Design and implement automation solutions to improve operational efficiency.
Develop integrations with third-party applications and enterprise systems.
Support platform upgrades, maintenance, and performance optimization.

Service Delivery & Operations




Monitor service performance against SLAs, KPIs, and OLAs.
Ensure timely resolution of critical incidents and service disruptions.
Conduct root cause analysis and implement preventive measures.
Support release management and deployment activities.

Stakeholder Engagement
Collaborate with business stakeholders to understand requirements.
Translate business needs into scalable technical solutions.
Provide regular status updates, risk assessments, and recommendations to management.
Participate in client meetings and service review discussions.

Team & Project Management
Manage project deliverables, timelines, and resource allocation.
Coordinate with cross-functional teams for successful project execution.
Support Agile/Scrum delivery methodologies.
Drive knowledge-sharing and team capability-building initiatives.

📌 Senior Itsm Lead Bengaluru
🏢 TRIGENT SOFTWARE PRIVATE
📍 Bengaluru