Incident Management Specialist

Roles and responsibilities:

• Design, implement, and maintain ITIL-aligned IT service management processes across all domains.

• Own the Incident Management process – ensure tickets are categorized, prioritized, and resolved per SLA.

• Own and drive the Problem Management process – identify recurring incidents, perform trend analysis, and implement permanent fixes.

• Manage the Change Management process – review, approve, and track all BAU, planned, and emergency changes.

• Maintain the Configuration Management Database (CMDB) and ensure weekly reconciliation with inventory.

• Implement and enforce the Escalation Matrix across all service tiers.

• Design and maintain Standard Operating Procedures (SOPs) for all service towers.

• Conduct Repetitive Call / Repeated Incident Analysis and drive reduction initiatives.

• Ensure ITSM tool configuration aligns with governance reporting requirements.

• Support audit compliance verification for Incident Management, Change Management, and Logical Access Reviews.

• Drive Service Improvement Plans (SIPs) and report progress during monthly governance reviews.

Qualifications & Skills:

• 7 - 10 years of experience in ITSM / IT Operations with a minimum 5 years of experience as a Process Manager. Bachelor's degree in IT or related field.

• Expert-level knowledge of ITIL v4 processes: Incident, Problem, Change, CMDB, SLM, Capacity Management.

• Hands-on ITSM tool administration: ServiceNow, BMC Remedy, or equivalent.

• Experience designing SLA frameworks in large-scale banking / BFSI environments.

• Understanding of ISO 27001, RBI IT Framework, PCI-DSS controls relevant to ITSM.

• Expert proficiency in ITSM tool reporting: ServiceNow, BMC Remedy, or equivalent.

• Advanced Excel / Power BI / Tableau skills for dashboard creation and data visualization.

• Understanding of IT infrastructure domains: Backup, Servers, Storage, Virtualization, DB, Middleware.

• Knowledge of ITIL v4 reporting metrics: SLA, OLA, KPI, CSF.