Job Description

Roles and Responsibilities:

- Process Governance: Enforce policies for standard, emergency, and normal changes.
- Incident Prevention: Analyze incident trends to identify underlying problems.
- RCA Oversight: Coordinate cross-functional teams to resolve root causes.
- Risk Mitigation: Review change requests to prevent service downtime.
- Post-Implementation Review: Conduct PIRs for failed or disrupted changes.
- Knowledge Management: Maintain the Known Error Database (KEDB) accuracy.
- Drive Knowledge Management , Process management, Client sign off
- Drive Key initiatives, CSIP, Automations , Customer Value additions
- Drive Ticket Reduction, Effort Reduction,
- Lead Client discussion on Key initiatives driving and outcomes
- Lead MSR/QBR , drive Ops as per Client Sensitivities and Priorities
- Drive CSAT and TCSAT >4.5 /5
- Fluent in English, in both oral and written communication
- Shifts: US Shifts + Oncall

Qualifications and Education Requirements:

- Education: Bachelor’s degree
- Experience: Minimum 8 years in IT Service Management (ITSM) roles.
- Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply

Certification:- ITIL v4 Foundations (+ Change/Problem)

Behavioral Attributes:

- Resilience: Remaining calm and decisive during high-severity outages.
- Negotiation: Balancing speed requests from developers with stability goals.
- Communication: Translating complex technical issues into clear business impact.

Required Technical/ Functional Competencies

Primary Skills:

- ITIL Framework: Deep mastery of Change and Problem Management workflows.
- Risk Assessment: Evaluating infrastructure impact and deployment risks.
- Root Cause Analysis (RCA): Utilizing Ishikawa, 5 Whys, and Kepner-Tregoe.
- CAB Facilitation: Leading Change Advisory Board meetings.
- ITSM Tools: Advanced knowledge of Service Now workflows

Desirable Skills:

- Conceptual knowledge of Storage, Backup, Citrix, Database, Network, Security, VoIP,



Messaging, Cloud
- Conceptual knowledge of SCCM, Intune, Monitoring tools, Automation
- Data Analytics: Reporting on metrics like Change Success Rate etc

Required Behavioral Competencies

Accountability:

- Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.

Agility:

- Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Collaboration:

- Participates in team activities and reaches out to others in team to achieve common goals.

Customer Focus:

- Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication:

- Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.

Drives Results:

- Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.

Certifications

Mandatory: CA, AZ104, MCSA, Business Intelligence Development Certification, Microsoft Certified Azure AI, Azure Data & Azure Administrator; Desirable: OCP, CCP/Yash defined course, Administration level Certification of any Storage Tool/Backup Tool Mandatory: ITIL V4 FoundationNCA - Nutanix Certified Associate At YASH, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. We leverage career-oriented skilling models and optimize our collective intelligence aided with technology for continuous learning, unlearning, and relearning at a rapid pace and scale. Our Hyperlearning workplace is grounded upon four principles
- Flexible work arrangements, Free spirit, and emotional positivity
- Agile self-determination, trust, transparency, and open collaboration
- All Support needed for the realization of business goals,
- Stable employment with a outstanding atmosphere and ethical corporate culture

📌 Associate Lead Consultant - IT Service Management (ITSM) Job (India)
🏢 Yash Technologies
📍 India