Hiring: Service Manager (ITSO) – Java

Company: Sourcing Connect Consulting

Experience: 8–10 Years

Location: Remote – No Location Constraint

Preferred Location: Pune

Work Model: Remote

About the Role

Sourcing Connect Consulting is looking for an experienced Service Manager (ITSO) with strong hands-on Java coding experience to manage IT service operations, application stability, SLA performance, incident management, change management, risk management, and continuous service improvement.

This is not a purely managerial IT Service Management role. The candidate must have genuine, working-level hands-on Java coding and scripting experience and should be capable of writing or modifying Java programs/scripts for automation, monitoring, troubleshooting, and operational improvements.

A Java coding assessment will be part of the selection process.

Key Responsibilities

Java Coding & Scripting

- Write and modify Java programs and scripts to support service operations.
- Develop automation solutions for monitoring, troubleshooting and operational improvements.
- Analyze and troubleshoot Java application issues in production/service environments.
- Work with application development and technical teams to resolve Java-related incidents.
- Identify opportunities to automate repetitive operational activities.

SLA & Performance Management
- Monitor daily service operations against agreed SLAs, OLAs and KPIs.
- Track service availability, performance, reliability and operational health.
- Prepare dashboards and management reports covering service performance.
- Identify SLA breaches, bottlenecks and operational risks.
- Act as a senior escalation point for unresolved incidents and service disruptions.

Incident & Operational Management
- Lead and oversee incident management and ensure timely resolution.
- Coordinate major incidents and technical escalations across relevant teams.
- Drive restoration of services while minimizing business impact.
- Monitor recurring incidents and drive permanent corrective actions.
- Apply ITIL, Agile and DevOps practices to maintain operational stability.

Continuous Service Improvement




- Conduct Root Cause Analysis (RCA) for recurring incidents and service issues.
- Identify opportunities to improve service quality, reliability and efficiency.
- Drive automation and process optimization initiatives.
- Reduce recurring incidents, manual effort and operational costs.
- Track and report continuous service improvement initiatives.

Risk Management & Business Continuity
- Identify operational and technology risks affecting service availability.
- Support Disaster Recovery (DR) and Business Continuity Planning (BCP) activities.
- Participate in DR testing and ensure recovery procedures are maintained.
- Develop mitigation plans for critical service risks.

Policy & Compliance
- Ensure compliance with applicable IT policies, standards and governance requirements.
- Ensure operational processes are followed consistently.
- Maintain appropriate documentation for governance and audit requirements.

Change Management
- Manage and ensure compliance with Change Management processes for the POD.
- Review changes for potential operational impact and risk.
- Ensure required approvals, testing and implementation procedures are followed.
- Coordinate change implementation and post-change validation.
- Monitor change outcomes and drive improvements.

Required Skills & Experience

Must Have

- 8–10 years of IT experience.
- Strong experience in IT Service Management / IT Service Operations.
- Hands-on Java coding experience – Mandatory.
- Ability to write and modify Java programs/scripts.
- Experience with Incident, Problem and Change Management.
- Solid SLA, KPI and service-performance management experience.
- Experience handling technical escalations and production issues.




- Strong Root Cause Analysis and Continuous Service Improvement experience.
- Good understanding of ITIL/service management processes.
- Strong stakeholder management and communication skills.

Good to Have
- Agile and/or DevOps experience.
- Application production support experience.
- Cloud exposure – AWS, Azure or GCP.
- Knowledge of APIs, databases and application integration.
- Experience with automation and monitoring tools.
- ITIL certification.

Ideal Candidate We are looking for a technically strong Service Manager who can combine service-management expertise with practical Java skills.

The ideal candidate should be comfortable moving between:

Service Management → SLA/KPI Monitoring → Incident Management → Java Troubleshooting → Hands-on Coding → RCA → Change Management → Continuous Improvement

Candidates with only ITSM/Service Management experience and no practical Java coding experience will not be considered.

Selection Process

Java Coding Assessment – Mandatory

Candidates will be required to take a Java coding assessment during the recruitment process.

Please share candidates only if they:

- Have genuine hands-on Java coding experience.
- Can write Java programs/scripts independently.
- Are comfortable taking the Java coding assessment.
- Can demonstrate practical Java knowledge during the technical interview.

Work Location Remote – India

There is no location constraint for the role. Candidates from across India can be considered.

Pune-based candidates will be preferred.

Candidate Compliance

- Candidate must be available to work on Sourcing Connect Consulting payroll.
- Selected candidates will be required to provide PAN and UAN details for client onboarding/verification.
- Please ensure candidates are comfortable with the payroll and documentation requirements before submission.

Apply / Share Profiles [email protected] Interested candidates can share their updated CV highlighting Java coding experience, IT Service Management, SLA/KPI management, incident management and production support experience.

📌 Service Manager (ITSO) – Java (New Delhi)
🏢 Sourcing Connect Consulting
📍 New Delhi