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.

Good-to-Have Skills





- ITIL Foundation certification.
- Experience with ServiceNow, 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 environment.

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.

Skills: Servicenow, Itsm, Bmc Remedy

Experience: 2.00-7.00 Years

📌 Engineer – Service Management (Gurugram)
🏢 Quess Corp
📍 Gurugram