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 information technology, Computer Science, or a related field.

▪ Experience in IT Service Management or IT Operations.

▪ ITIL certification (ITIL 4).

▪ Knowledge of Incident, Problem, Change, Request, and Service Level Management.

▪ Experience with ITSM tools such as ConnectWise, ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.

▪ Solid expertise in Microsoft 365 applications, tools, and cloud-based services.

▪ Good understanding of SLA, KPI, and service performance reporting.

▪ Strong analytical, problem-solving, and communication skills.

▪ Strong documentation and stakeholder management skills.

▪ Ability to work effectively with multiple technical and business teams.

Preferred Qualifications

▪ Hands-on experience applying ITIL 4 practices.

▪ Advanced experience with ServiceNow or another enterprise ITSM platform.

▪ Knowledge of ISO/IEC 20000 or related service management standards.

Experience managing major incidents and leading service improvement initiatives

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