Position: ITSM Lead

Experience: 8–15 Years

Location: Chennai

Key Responsibilities

- Lead and manage ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, and Service Level Management.
- Manage and support ITSM tools and ensure proper configuration, implementation, and continuous improvement.
- Define, implement, and maintain ITSM processes in line with ITIL best practices.
- Work closely with internal teams and customers to understand service requirements and improve service delivery.
- Monitor service performance, SLAs, KPIs, and operational metrics.
- Identify process gaps and drive continuous service improvement initiatives.
- Support customer onboarding, ITSM process setup, and service transition activities.
- Coordinate with multiple technical teams to ensure effective incident, problem, and change resolution.
- Lead major incident reviews and ensure appropriate root cause analysis and corrective actions.
- Develop and maintain ITSM documentation, SOPs, process documents, and knowledge articles.
- Provide guidance, mentoring, and training to junior team members and interns.
- Support audits, compliance requirements, and customer reporting.




- Manage stakeholder communication and provide regular updates to management and customers.

Required Skills and Qualifications

- 8–15 years of experience in IT Service Management and IT Operations.
- Robust knowledge and hands-on experience with ITSM processes and ITIL framework.
- Experience in managing and configuring ITSM tools such as ServiceNow, ManageEngine, Jira Service Management, Fresh service, or similar platforms.
- Experience in ITSM process implementation, service transition, and continuous service improvement.
- Strong understanding of Incident, Problem, Change, Request, Asset, and Knowledge Management.
- Experience in SLA management, KPI reporting, and service performance monitoring.
- Proven experience in team coordination, mentoring, and stakeholder management.
- Strong analytical, problem-solving, and communication skills.
- Ability to manage multiple customers, projects, and priorities.

Preferred Qualifications

- ITIL Foundation or higher certification.
- Experience with ITSM tool implementation or administration.
- Experience working in a managed services or multi-customer environment.
- Experience with IT infrastructure operations and service delivery.
- Knowledge of IT Asset Management and CMDB concepts.

📌 ITSM Lead (Chennai)
🏢 Teceze India
📍 Chennai