Job Description

Key Responsibilities

Manage and monitor IT incidents, service requests, and technical issues reported by employees through the IT Service Management (ITSM) tool.

Ensure timely ticket assignment, tracking, escalation, and closure in accordance with defined SLAs.

Coordinate with respective IT teams for resolution of hardware, software, network, application, and system-related issues.

Monitor incident management and service request processes to ensure minimal business disruption.

Handle problem management activities by identifying recurring incidents, analysing root causes, and coordinating corrective actions.

Coordinate change management activities, ensuring appropriate approvals, documentation, and communication before implementation of IT changes.

Maintain accurate records of incidents, service requests, changes, and resolutions in the ITSM platform.

Prepare and publish MIS reports and dashboards covering ticket volumes, resolution timelines, pending tickets, SLA compliance, and service performance.

Identify recurring IT issues and recommend process improvements to enhance service quality and operational efficiency.

Coordinate with external IT vendors and service providers to ensure timely resolution of technical issues.

Ensure compliance with IT policies, standard operating procedures,



and information security guidelines.

Conduct periodic reviews of open and ageing tickets and follow up with concerned teams for timely resolution.

Support IT audits by maintaining proper documentation, ticket records, approval trails, and service management reports.

Coordinate with business users to understand service-related concerns and ensure effective communication throughout the resolution process.

Required Skills & Competencies

Good understanding of IT Service Management (ITSM) processes and ITIL framework.

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

Hands-on experience with ITSM tools such as ServiceNow, ManageEngine, Jira Service Management, or similar platforms.

Understanding of SLA management, ticket prioritisation, escalation matrix, and service delivery processes.

Basic understanding of IT infrastructure, networking, hardware, software, and application support.

Robust analytical, troubleshooting, and problem-solving skills.

Proficiency in MS Excel, PowerPoint, and MIS reporting.

Excellent communication, coordination, and stakeholder management skills.

Ability to manage multiple priorities and work within defined timelines.

Key Responsibilities:

📌 Executive (Mumbai)
🏢 Sboss
📍 Mumbai