Job Summary
Responsible for designing, deploying, and continually improving the framework used to deliver high-quality IT services. This role ensures that all IT operational workflows—including Incident, Problem, Change, and Asset Management—align with industry-standard frameworks such as ITIL to maximize system availability and user satisfaction.
Key Responsibilities
▪ Manage and monitor IT Service Management processes in accordance with ITIL practices.
▪ Incident Management: Own and coordinate incident management; drive First Call Resolution (FCR), response and resolution SLAs, and incident backlog monitoring; drive aged tickets to closure; and analyze recurring tickets to identify automation opportunities. Audit tickets and calls for quality and compliance.
▪ Problem Management: Proactively identify root causes and prevent recurring incidents; build and maintain the Known Error Database (KEDB) and drive problem backlog reduction.
▪ Change Management: Prepare Change Advisory Board (CAB) reports.
▪ Major Incident Management:



Drive major incident management and stakeholder communication by initiating bridge calls and email updates.
▪ Asset Management: Manage hardware and software assets.
▪ Quarterly Business Reviews (QBR): Prepare QBR reports analyzing trends, strategic health, SLA impacts, and operational risks for executive stakeholders and external clients.
▪ Coordinate with infrastructure, application, security, network, and other IT teams to resolve service issues.
▪ Identify opportunities for Continual Service Improvement (CSI).
▪ Design and maintain the service catalogue.
▪ Prepare service scorecards and KPI reports.
▪ Work with business stakeholders to understand service requirements and support service transition and monitoring.
▪ Maintain ITSM process documentation, procedures, and knowledge articles.
▪ Ensure compliance with organizational IT policies, controls, and service management standards.

Required Skills and Qualifications
▪ Bachelor’s degree in i

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