Company Name: VARITE India Private Limited
About The Client:
An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.
About The Job:
- The Incident & Service Request Manager is responsible for governing and optimizing Incident Management and Service Request Management processes across the organization.
- The role ensures effective restoration of services, timely fulfillment of user requests, adherence to SLAs, process compliance, and continuous service improvement while driving operational excellence across support teams.
Essential Job Functions:
Incident Management
- Own and govern the end-to-end Incident Management process.
- Ensure incidents are appropriately logged, categorized, prioritized, assigned, and resolved within agreed SLAs.
- Monitor incident queues, backlog, ageing, and escalation compliance.
- Act as the functional escalation point for unresolved or business-critical incidents.
- Drive service restoration activities and coordinate with resolver groups and vendors.
Service Request Management
- Manage the lifecycle of service requests from submission through fulfillment and closure.
- Define and maintain service catalog standards, workflows, and approval mechanisms.
- Monitor request fulfillment performance, SLA compliance, and customer satisfaction.
- Identify automation opportunities to improve request fulfillment efficiency.
- Collaborate with service owners to streamline request processes and reduce turnaround times.
Qualifications:
Required Skills & Experience
- 6–8 years of experience in IT Service Management, Servic
📌 Incident + SR Management (Noida)
🏢 VARITE
📍 Noida