Job DescriptionITSM
nITSM
nLocation: Mumbai
nExperience: 6 years to 10years
nInterview Mode: Online Interview
nInterview Date: 3rd Sep 2025 (Thursday)
nInterview Time: 11: 00 AM to 1: 00 PM
nMandatory: ITIL Framework Knowledge, Incident, Problem, Change, Service Request, SLA & KPI Management, Documentation and Reporting (RCA, MSR, WSR, Aging, etc.)
nMust-Have:
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- 6+ years of experience in IT Service Management, including Major Incident and Problem Management.n
- Strong knowledge of ITIL Incident, Problem, Change, and Service Level Management processes.n
- Proven experience managing P1/P2 incidents in complex enterprise environments.n
- Experience with SLA management, KPI reporting, and service governance.n
- Strong understanding of RCA methodologies (5 Whys, Fishbone, Fault Tree Analysis, etc.).n
- Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.n
- Excellent communication, stakeholder management, and leadership skills.n
- Strong analytical and problem-solving capabilities.n

nPreferred Qualifications
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- ITIL Foundation/Intermediate/Managing Skilled certification.n
- Experience working in global 24x7 support environments.n
- Knowledge of Agile, DevOps, Cloud, and SRE practices.n
- Experience in process improvement and operational excellence initiatives.n

nKey Performance Indicators (KPIs)
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- Major Incident Resolution Time (MTTR)n
- SLA Compliance Percentagen
- Reduction in Repeat Incidentsn
- Problem Resolution Effectivenessn
- RCA Timeliness and Qualityn
- Customer Satisfaction (CSAT)n
- Process Compliance Scoren
- Service Availability and Stability Metricsn

nKey responsibilities:
nMajor Incident Management
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- Lead and coordinate the resolution of high-priority (P1/P2) incidents impacting business-critical services.n
- Chair major incident bridge calls and coordinate cross-functional technical teams.n
- Ensure timely communication to stakeholders, lea

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