A Day in Your Life at MKS:
As an ITSM Lead at MKS, you will partner with global IT teams, internal business stakeholders, and external service providers to lead, execute, and continuously improve core IT Service Management (ITSM) processes, including Incident, Request, Change, and Problem Management. In this role, you will report to the Sr. Manager, IT Service Management & Global Support Operations.
You Will Make an Impact By:
- Leading and mentoring a team of ITSM Analysts, ensuring consistent, high-quality execution of ITSM processes.
- Owning and managing ITSM processes such as Incident, Request, Change, Problem Management (8D Problem Solving Methodology), Root Cause Analysis (RCA), and RCA governance, all aligned to ITIL best practices.
- Collaborate with the Major Incident Management and NOC Teams on post-incident reviews and RCAs.
- Driving effective root cause analysis (RCA) and ensuring corrective and preventive actions are tracked and completed.
- Facilitating and participating in Change Advisory Board (CAB) meetings to assess risk, improve change quality, and ensure governance.
- Partnering with ServiceNow platform, technical, and business teams to improve workflows, reporting, automation, and service performance, ensuring continuous process and service improvements.
- Travel Requirements: Less than 5% of travel is required.
Skills You Bring:
- Level of formal education: Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent practical experience).
- License/Certification: ITIL Foundation (ITIL v3 or ITIL 4) required; advanced ITIL certifications preferred.
- Years of job-related work experience: 4+ years of experience in IT Service Management or IT Operations roles.
- Demonstrated experience leading or supervising ITSM Analysts or operations teams.
- Strong hands-on experience with Incident, Problem, Change, and Request Management, including major incidents and RCAs.
- Proven experience working with ServiceNow or a comparable ITSM platform.
- Excellent written and verbal communication skills, with the ability to communicate effectively with global stakeholders.
Preferred Skills:
- Experience acting as a Process Manager or Process Owner for one or more ITSM processes.
- Experience supporting global, 24x7 IT operations across multiple regions.
- Strong analytical skills with experience using KPIs, SLAs, dashboards, and operational metrics to drive improvements.
- Familiarity with continuous improvement frameworks (Lean, Six Sigma, or similar).
Supervisory Scope:
- Reporting Relationships: Direct management of ITSM Analysts based in India.
- Financial Responsibilities: No direct budget ownership; responsible for operational efficiency and service quality outcomes.
Physical Demands and Working Conditions:
- Primarily a hybrid role between office (3 days) and remote (2 days).
- Prolonged periods of sitting and working at a computer.
- Ability to participate in meetings across global time zones as needed.
- May be required to support high-severity incidents outside standard business hours on a rotational or on-call basis.
