Description

Own the day-to-day operations, maintenance, and continuous improvement of ITSM processes. Lead major incident responses and manage ServiceNow queues to ensure process standards.

Responsibilities

• Lead major incident management responses on a 16x5 rota, including bridge setup, impact assessment, and stakeholder communication.
• Execute BAU service management activities such as Change Management assessments, approvals, and post-incident reviews.
• Manage the ITSM ServiceNow queue and monitor problematic tickets to ensure process standards.
• Perform trend analysis, quality assessments, and knowledge article reviews.
• Prepare and present ticket data during Daily Service Reviews.

Required Skills

• ITIL V3 or V4 foundation qualification.
• 3-4 years of experience in an IT environment.
• At least 2 years of direct experience working with ITSM processes.
• Proven experience in Major Incident Management.
• Ability to manage joiner, mover, and leaver coordination.
• Strong problem resolution and task prioritization skills.

Preferred Skills

• ServiceNow experience.
• SIAM foundation.

Key Skills

Education

Any Graduate