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. Robust 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 Service Now, 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 Professional certification.



Experience working in global 24x7 support environments. Knowledge of Agile, Dev Ops, 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 impact. Conduct post-incident reviews and e

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