ITSM

ITSM
Location: Mumbai
Experience: 6 years to 10years

Interview Mode: Online Interview
Interview Date: 3rd Sep 2025 (Thursday)
Interview Time: 11: 00 AM to 1: 00 PM

Mandatory: ITIL Framework Knowledge, Incident, Problem, Change, Service Request, SLA & KPI Management, Documentation and Reporting (RCA, MSR, WSR, Aging, etc.)

Must-Have:
• 6+ years of experience in IT Service Management, including Major Incident and Problem Management.
• Strong knowledge of ITIL Incident, Problem, Change, and Service Level Management processes.
• Proven experience managing P1/P2 incidents in complex enterprise environments.
• Experience with SLA management, KPI reporting, and service governance.
• Strong understanding of RCA methodologies (5 Whys, Fishbone, Fault Tree Analysis, etc.).
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.
• Excellent communication, stakeholder management, and leadership skills.
• Strong analytical and problem-solving capabilities.
Preferred Qualifications
• ITIL Foundation/Intermediate/Managing Qualified certification.




• Experience working in global 24x7 support environments.
• Knowledge of Agile, DevOps, Cloud, and SRE practices.
• Experience in process improvement and operational excellence initiatives.
Key Performance Indicators (KPIs)
• Major Incident Resolution Time (MTTR)
• SLA Compliance Percentage
• Reduction in Repeat Incidents
• Problem Resolution Effectiveness
• RCA Timeliness and Quality
• Customer Satisfaction (CSAT)
• Process Compliance Score
• Service Availability and Stability Metrics

Key responsibilities:
Major Incident Management
• Lead and coordinate the resolution of high-priority (P1/P2) incidents impacting business-critical services.
• Chair major incident bridge calls and coordinate cross-functional technical teams.
• Ensure timely communication to stakeholders, leadership, and customers during critical incidents.
• Drive service restoration efforts while minimizing business i

📌 ITSM (Mumbai)
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