ABOUT THIS ROLE
We are an AI company building tools for IT service management operations at large enterprises, banks, and IT services companies. Our AI triages incident tickets, classifies change requests, identifies problem patterns from incident histories, and predicts SLA breaches — the same functions that ITSM teams manage daily in ServiceNow, BMC Remedy, or Jira Service Management. We need ITSM practitioners who have personally managed incident queues, chaired CABs, or run service desk operations and can tell us, from daily experience, whether the AI decisions make operational sense.
WORKFLOWS COVERED
- Incident management — P1/P2 major incident handling, escalation, bridge calls, communication, and RCA
- Change management — CAB (Change Advisory Board) process, RFC review, change scheduling, emergency change handling
- Problem management — recurring incident pattern identification, known error database (KEDB) management, root cause analysis
- Service request fulfilment — SLA management, queue prioritisation, fulfilment workflows
- CMDB (Configuration Management Database) — asset discovery, relationship mapping, CMDB accuracy governance
WHAT YOU WILL DO
- Share how IT service management works in practice — incident handling, change governance, problem management, and service desk operations as they actually function in large organisations
- Review ITSM process designs, workflow documentation, or incident and change outputs and tell us where they diverge from real operational realities
- Help us understand the practical side of ITSM — the workarounds, the escalation judgements, the CMDB challenges, the CAB dynamics — that documentation never captures
- Advise on what good ITSM operations look like based on your experience managing production IT service environments
YOU ARE THE RIGHT FIT IF
- Minimum 3 years in ITSM roles — incident management, change management, problem management, or service desk — not just ITIL training
- Have personally managed P1 incidents, participated in or coordinated CAB processes, or run a service desk team — not just monitored dashboards
- Know your ITSM platform — ServiceNow, BMC Remedy, Jira Service Management, Freshservice — from configuring and using it daily
- Worked at an IT services company such as TCS, Infosys, Wipro, or HCL, a bank, or a large enterprise IT team
NICE TO HAVE
- ITIL 4 Managing Professional or ITIL 4 Foundation certification
- ServiceNow CSA (Certified System Administrator) or CIS certification
- PMP or PRINCE2 — useful for change and transition management roles
***Pay - ₹2,000 – ₹3,000 per hour
