Job Summary
We are looking for an IT Service Management professional responsible for managing and improving IT services in alignment with business requirements and ITIL best practices. The role involves incident, problem, change, request, and service-level management, while ensuring high-quality IT support and continuous service improvement.

Key Responsibilities

Manage and monitor IT service management processes in accordance with ITIL practices.
· Own and coordinate Incident Management, ensuring timely resolution and restoration of services.

· Support Problem Management by identifying root causes and preventing recurring incidents.

· Coordinate Change Management, including assessment, approval, scheduling, implementation, and post-change reviews.

· Manage service requests and ensure they are fulfilled within agreed timelines.

· Monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

· Prepare and present ITSM reports, dashboards, and service performance metrics.

· Coordinate with infrastructure, application, security, network,



and other IT teams to resolve service issues.

· Participate in major incident management and stakeholder communications.

· Identify opportunities for Continuous Service Improvement (CSI).

· Maintain ITSM process documentation, procedures, and knowledge articles.

· Ensure compliance with organizational IT policies, controls, and service management standards.

· Support IT audits and provide required service management documentation and evidence.

· Work with business stakeholders to understand service requirements and improve user satisfaction.

Required Skills and Qualifications

· Bachelor’s degree in information technology, Computer Science, or a related field.

· Experience in IT Service Management or IT operations.
· Robust expertise in Microsoft 365 (Office 365) applications, tools, and cloud-based services.

· Good understanding of ITIL/ITSM processes.

· Knowledge of Incident, Problem, Change, Request

📌 Information Technology Service Management Analyst (Bengaluru)
🏢 IPDigital
📍 Bengaluru