Gautam Buddha Nagar, Uttar Pradesh

Job Summary
Job Role: Track Lead - Incident Management, ServiceNow
Job Summary: responsible for the end-to-end lifecycle of IT services. This role ensures rapid restoration of services, controls infrastructural changes, fulfills user requests, and eliminates the root causes of recurring issues to maintain business continuity

Responsibilities: Core Roles & Responsibilities by Function 1. Incident Management (Restore Services)Focuses on returning IT operations to normal as quickly as possible following an unplanned interruption.Responsibilities: Leads major incident bridges, manages escalations, and ensures transparent communication with stakeholders during outages.Ensures tickets are logged, prioritized, and resolved within Service Level Agreements (SLAs). 2. Problem Management (Prevent Future Issues)Focuses on investigating the underlying root causes of incidents to prevent them from recurring.Responsibilities: Performs data analysis on incident trends and conducts Root Cause Analysis (RCA).Develops long-term workarounds and permanent solutions.



3. Change Management (Safeguard Infrastructure)Governs how modifications to IT infrastructure, software, or services are assessed, approved, and implemented.Responsibilities: Manages the Change Advisory Board (CAB).Assesses the risk and impact of changes to minimize downtime and prevent unauthorized alterations. 4. Service Request Management (Handle Routine Tasks)Manages the fulfillment of predefined, routine user requests (e.g., password resets, software provisioning, or hardware access).
Skill Requirement: Responsibilities: Streamlines workflows, maintains service catalogs, and ensures high user satisfaction through automation and self-service.Qualifications & ExperienceEducation: Bachelor’s Degree in Information Technology, Computer Science, or a related field.Certifications: ITIL 4 Foundation (mandatory), with preference for ITIL Specialist/Strategist certifications.Experience: 5+ years in

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