Information Technology Service Management Consultant

Job Description

**mandatory

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Required Information

Details

1

Role**

IT Service Management Analyst

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Required Technical Skill Set**

experience in inbound customer service environment/ Service Management

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No of Requirements**

1

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Desired Experience Range**

3 to 5 years

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Location of Requirement

Delhi NCR/Nagpur

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

• Strong problem-solving abilities with inter team collaboration
• Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences.
• Incident Coordination
• Lead and manage major incidents from detection to resolution.
• Ensure rapid assessment, prioritization, and escalation of incidents.
• Act as the primary point of contact during major incidents.
• Provide timely and accurate updates to stakeholders, including senior leadership.
• Facilitate incident review calls and post-incident reports.
• Root Cause Analysis & Reporting
• Drive post-incident reviews and ensure root cause analysis is completed.
• Document lessons learned and recommended preventive measures.

Good-to-Have

• Good to have management of Change and Problem
• Good understanding of computer systems, mobile devices, and other tech products.
• Process Compliance & Improvement
• Ensure adherence to ITIL Major Incident Management processes.
• Identify opportunities for process improvement and implement best practices.
• Work closely with technical teams, vendors, and business units to resolve incidents.
• Coordinate with Problem Management for long-term fixes.

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Responsibility of / Expectations from the Role

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Incident Coordination:

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Lead and manage major incidents from detection to resolution.

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Ensure rapid assessment, prioritization, and escalation of incidents.

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Communication Management:

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Act as the primary point of contact during major incidents.

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Provide timely and accurate updates to stakeholders, including senior leadership.

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Facilitate incident review calls and post-incident reports.

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Root Cause Analysis & Reporting:

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Drive post-incident reviews and ensure root cause analysis is completed.

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Document lessons learned and recommended preventive measures.

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Excellent analytical and problem-solving skills

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Strong communication and documentation abilities

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Leadership and mentoring mindset