Mandatory Skills
2–4 years of relevant experience in IT Service Management / ITSM / ESM.
Strong understanding of ITIL-based service management processes.
Hands-on experience in Major Incident Management (MIM).
Experience in Incident Management.
Experience in Change Management.
Experience in Problem Management.
Strong knowledge of Root Cause Analysis (RCA).
Experience with Change Advisory Board (CAB) processes.
Knowledge of Post Implementation Review (PIR).
Understanding of SLA / OLA / XLA and service-level compliance.
Experience in service management reporting and dashboards.
Strong stakeholder management and communication skills.
Ability to coordinate with multiple technical resolver teams and business stakeholders.
Positive documentation, analytical and problem-solving skills.





Positive-to-Have Skills
ITIL Foundation certification.
Experience with Service Now, BMC Remedy or similar ITSM tools.
Knowledge of IT Service Desk / IT Operations environments.
Experience in service governance and vendor/supplier coordination.
Knowledge of KPI, SLA and service performance reporting.
Experience working in a client-facing IT services setting.

Educational Qualification
Bachelor's degree in Computer Science, Information Technology, Business Administration or a related discipline.
Equivalent combination of education and relevant experience may be considered.

📌 Engineer – Service Management Delhi
🏢 Quess Corp
📍 Delhi