Join Verdantas – A Top #ENR 81 Firm!
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 
