Roles and Responsibilities :
- Design, implement, and maintain IT Service Management (ITSM) processes using ITIL framework.
- Develop and manage SLAs, OLAs, and KPIs to ensure productive service delivery.
- Collaborate with stakeholders to identify business requirements and develop solutions that meet their needs.
- Provide training and support to clients on ITSM best practices.
Job Requirements :
- 11-15 years of experience in ITSM consulting or similar field.
- Strong knowledge of Change Management, Incident Management, Problem Management, SLA Management, SSRS reporting tools like Servicenow.
- Excellent stakeholder management skills with ability to communicate complex technical information effectively.