Key Responsibilities:

- Key Responsibilities
- Incident Management
- Manage the end to end Incident Management lifecycle in accordance with ITIL best practices
- Coordinate resolution of Major Incidents and ensure timely restoration of services
- Drive incident triage escalation communication and closure activities
- Monitor Incident SLA compliance and service performance metrics
- Conduct post incident reviews and Root Cause Analysis RCA
- Identify recurring incidents and collaborate with Problem Management teams for permanent fixes
- Prepare and publish incident reports to stakeholders and management
- Change Management
- Govern and manage the Change Management process across IT services and infrastructure
- Review assess and approve Standard Normal and Emergency Changes
- Facilitate Change Advisory Board CAB meetings




- Evaluate risks business impacts and implementation plans for proposed changes
- Ensure change records are complete and comply with organizational policies
- Monitor change success rates and perform post implementation reviews
- Minimize service disruptions through effective change planning and scheduling
- Service Operations Governance
- Ensure adherence to ITIL processes and organizational standards
- Maintain operational documentation policies and procedures
- Generate KPI dashboards and management reports
- Support audit and compliance activities
- Collaborate with infrastructure application and business teams to improve service delivery
- Drive continuous service improvement initiatives

Preferred Skills:

TSO->Cluster 3

📌 Technology Support Specialist (India)
🏢 Infosys BPM
📍 India