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We at Verdantas, looking for ITSM Process Manager - Incident, Change & Problem to join our team.

ITSM Process Manager will be responsible for executing and operationalizing key IT Service Management processes, including Incident, Major Incident, Change, and Problem Management. This role ensures consistent execution, improves service stability, and supports ongoing ITSM maturity.

Responsibilities

Major Incident Management (Primary Responsibility)

Lead and manage Major Incident (P1) response, including bridge coordination and escalation
Coordinate cross-team efforts (Helpdesk, Infrastructure, Applications, Vendors)
Provide timely updates to stakeholders and leadership
Drive rapid service restoration and minimize business impact
Conduct Post-Incident Reviews (PIRs) and ensure follow-through on actions

Incident Management

Oversee day-to-day incident management execution and adherence to process
Improve incident quality, categorization, and routing
Partner with Helpdesk to drive consistency in ticket handling
Identify trends and escalate recurring issues for problem management

Change Management

Facilitate and lead Change Advisory Board (CAB) meetings, ensuring effective review, risk assessment, and decision-making
Review and validate change requests for completeness, risk, and impact
Ensure changes are properly documented and approved prior to implementation
Track change success rates and identify areas for improvement
Ensure PIRs are completed for failed or high-impact changes

Problem Management

Identify and manage problems based on incident trends and major incidents
Facilitate root cause analysis (RCA) efforts across teams
Track known errors and corrective actions
Ensure issues are driven to permanent resolution

Documentation & Knowledge Management

Own and maintain process documentation for Incident, Change, and Problem Management
Drive creation and maintenance of knowledge articles based on recurring incidents and major events
Promote consistent documentation practices across IT teams

Operational Governance & Execution

Enforce ITSM process adherence and standards across teams
Partner with ITSM Lead to implement improvements and mature processes
Support auditability, reporting, and operational consistency
Ensure accurate and consistent use of ServiceNow for Incident, Problem, and Change Management processes

Reporting & Continuous Improvement

Track and report on:

Major incident outcomes
Problem backlog and resolution
Change success/failure rates

Identify improvement opportunities and drive corrective actions
Support data quality improvements within ServiceNow

Experience And Certification

5+ years of experience in IT Service Management
Strong hands-on experience with:

Major Incident Management
Change Management (CAB facilitation, approvals)
Problem Management (RCA, trend analysis)

Experience with ServiceNow ITSM
Strong facilitation, communication, and coordination skills
Ability to work cross-functionally with technical and non-technical teams

Certifications (Preferred)

ITIL Foundation or higher

Location: Pune