Incident Management

6-8 years of experience in Major Incident Management

(B3)

· ITIL framework knowledge and operational experience in Incident Management & Major Incident Management.

· Additional knowledge of Problem, Change or Release management will be an added advantage

· Worked as Major Incident Coordinator with hands on experience in chairing MIM Calls

· Managed cross tower incidents and complex problems

· Good understanding of Service Desk Operations, Escalation Management

· Stakeholder Management experience

· Good Communication skills – Verbal and Written

· Willing to work in Shifts (24*7)

Change Management

4-6 years of experience in Change Management

(B3)

· Candidate with 4-6 years of Change management

· ITIL framework knowledge and operational experience in Change Management.

· Worked as Change Coordinator

· Share CAB / TAB meeting invite to all key stakeholders.

· Share the agenda and MOM of every CAB meeting with all the participants

· Review and approve low complexity changes., Coordinate with the technical teams if any clarification is needed

· Participate in CAB meetings to discuss release scope and/or roadblocks

· Good Communication skills - Verbal and Written

Problem Manager

6-8 years of experience in Problem & Knowledge Manager

(B3)

· ITIL framework knowledge and operational experience in Problem Management

· Worked as Problem Manager with understanding of running Major Incident Management processes including producing MIR's, producing RCA's

· Well versed with various problem solving techniques like Pareto, FMEA, 5 Whys, Fish-Bone etc.

· Experience in defining processes and driving their maturity & providing delivery in multi-tower environments.

· Ensuring that all Service Towers interface into the overarching process framework & removal of SILO's





· Ensuring that all Resolver Teams and Service Towers that interface to the process understand their obligations when operating within the process

· Be responsible for maintaining a Problem Management Database including a Known Error Database

· Review & approve the knowledge article

· Coordinate with the technical teams to get the KB (Knowledge base) article updated

CSI JD:Key Responsibilities

- CSI Strategy & Governance
- Define and maintain the CSI strategy, frameworks and playbooks that sit within ITSM governance (Design, Operations & Process Delivery) aligning to ITSM practices and ITIL CSI model.
- Own the Service Improvement Plan (SIP) backlog and life cycle—from opportunity identification to benefit realization and closure.
- Identify improvement items (people, process, technology) in collaboration with technical teams, review with customer and drive till closure to bring benefits to customer IT operations.
- Run the governance tunnel (cadence of monthly/quarterly reviews), ensuring cross‑tower feedback loops and conflict resolution mechanisms are embedded.

- Performance, Analytics & CSAT

- Build dashboards and insights on SLA/KPI trends, repeat incidents, ageing problems, change success, knowledge effectiveness; convert analytics into prioritized improvement actions.
- Lead CSAT monitoring, thematic analysis, and action programs to uplift experience across all service lines.

- Process Excellence & Method

- Drive maturity across Incident, Major Incident, Problem, Change, Knowledge, Release and Capacity where improvement outcomes are needed.

- Stakeholder Engagement & Enablement

- Build an effective CSI Governance with the customer.
- Strong communication skills and customer collaboration
- Partner with L&D; to upskill teams (e.g., SIAM Foundation/Practitioner, analytics, observability) so improvements sustain beyond the program.

📌 Incident Management Specialist/Production Support (Mumbai)
🏢 TalentOla
📍 Mumbai