Job Summary

We are currently seeking a ITIL - Account Service Advisor to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

End-to-end Service Management governance, operational oversight, process compliance, and continuous improvement across all ITIL processes.

Responsibilities 1. General Service Management & Governance

- Act as the primary Service Management point of contact for all ITIL-related matters.
- Liaise with internal teams and customer stakeholders for process improvements and tool enhancements.
- Facilitate daily operations calls and monthly service reviews.
- Review ITSM integration failures and ensure remediation.
- Manage CSAT analysis and drive improvement actions.
- Define and maintain reporting frameworks (SLA & operational reports).
- Support governance meetings and customer engagements.
- Drive reporting standardization and service improvement initiatives.
- Extremely proficient in designing customer facing decks, creating dashboards and writing SOPs.

2. SLA Management
- Define and manage SLA structures, including exclusions.
- Facilitate SLA review meetings and stakeholder discussions.
- Compile, publish, and maintain SLA reports and dashboards.
- Maintain key documents such as the Document of Understanding (DOU).
- Educate tower teams on proactive SLA management.
- Establish and monitor SLA performance compliance.

3. Incident Management
- Manage and govern major incidents (P1/P2), including escalations.
- Ensure proper documentation and data quality of incidents.
- Monitor and follow up on aged, pending, and SLA-breaching incidents.
- Facilitate incident review forums (e.g., weekly aging reviews).
- Oversee incident queues and ensure timely resolution.




- Identify incidents requiring problem records.

4. Problem Management
- Drive problem creation and RCA (Root Cause Analysis) activities.
- Facilitate RCA meetings for major and complex incidents.
- Ensure timely delivery of initial and final RCA reports.
- Lead Problem Review Board meetings.
- Perform trend analysis, risk analysis, and affinity mapping.
- Track remediation actions and ensure closure.
- Enable automation and proactive problem identification.

5. Change Management
- Facilitate CAB (Change Advisory Board) meetings and governance.
- Ensure completeness of change documentation (implementation, backout, test plans).
- Review change schedules, adherence, and expedited/standard changes.
- Track and ensure completion of Post Implementation Reviews (PIR).
- Monitor and follow up on aging or non-compliant changes.
- Communicate planned maintenance and outages.

6. Request Management
- Facilitate request review forums and monitor request aging.
- Ensure adherence to request SLAs and follow up on breaches.
- Manage escalations and attention neededrequests.
- Govern request queues and approval workflows.
- Support creation and optimization of service catalog/request items.
- Track KPIs such as request aging, completion compliance, and usage.

7. Configuration Management (CMDB)
- Ensure readiness and acceptance of CMDB data during transition to steady state.
- Oversee CI data integrity, updates, and governance.
- Provide guidance and enforce configuration management processes.
- Act as liaison between account teams, customer stakeholders, and data contributors.
- Review CMDB reporting and ensure ongoing data quality.
- Track and report on CMDB KPIs (e.g., data integrity, audit compliance).

📌 ITIL - Account Service Advisor (Noida)
🏢 NTT DATA Business Solutions
📍 Noida