IT Service Management
LTM · Pune · hybrid · Posted 23d ago
About a minute. You'll make an account on the way through.
About this role
Role :- IT Service Management
Location :- Chennai, Bangalore, Pune
Experience :- 6 Year to 12 Years
Job Type :- Full time, Permanent
Key Responsibilities
1 Incident Management
Manage L1L2 major incidents including bridge coordination and stakeholder communication
Drive incident lifecycle from detection to resolution and service restoration
Ensure SLA adherence and timely escalations for critical incidents
Provide realtime status updates to stakeholders and clients
Conduct incident reviews and identify improvement opportunities
2 Problem Management
Lead Post Incident Reviews PIRs for highseverity incidents
Perform Root Cause Analysis RCA and document problem records
Track problem tickets and ensure closure of corrective actions
Identify recurring trends and drive proactive problem management
3 Change Management
Coordinate and govern CAB ECAB meetings
Review approve and track change requests based on risk and impact
Monitor change lifecycle including pendingfailed changes
Ensure compliance with ITIL change governance and audit requirements
Conduct Post Implementation Reviews PIRs for failedcritical changes
4 Infrastructure Release Management
Plan coordinate and execute Infrastructure ReleaseGreen Zones
Identify risks and ensure minimal business disruption during deployments
Support postrelease validation and incident stabilization
5 Reporting Governance
Prepare and publish incident problem and change reports
Provide executive dashboards and service performance insights
Ensure compliance with ITIL processes and audit readiness
6 Continuous Service Improvement
Drive process optimization initiatives across ITSM functions
Identify gaps risks and opportunities for automation and efficiency
Maintain CSI Continual Service Improvement logs and action plans
Required Skills Experience
Strong knowledge of ITIL Incident Problem Change Release Management
Experience in handling major incidents
Handson experience with ITSM tools eg ServiceNow Remedy Ivanti
Understanding of infrastructure applications and dependencies
Strong stakeholder communication and clientfacing skills
Ability to work in highpressure 24x7 production environments
Preferred Qualifications
ITIL V3V4 certification
Experience in financial services enterprise environments
Exposure to DRBCP and release governance frameworks
Knowledge of reporting tools eg Power BI
Skills
Mandatory Skills : Major incident management, Problem Management, Scope & Change Management, Service Management Consulting- SIAM, ITSM, Non-ITSM
Good to Have Skills : Knowledge Management, Practice Management, Quality Management, Resource Management, Risk/Crisis Management, Stakeholder Management
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