Job Title: Senior ITSM Developer
Experience: 8+ Years
Location: Gurgaon, Noida, Delhi, Bangalore, Pune, Chennai (Excluding Hyderabad)
Role Summary
We are seeking a
highly experienced ITSM professional with deep expertise in
ITIL processes, governance, and transformation initiatives. The role requires ownership of enterprise-scale ITSM delivery, process maturity, and automation strategy.
Must-Have (Strong ITSM Focus)
- 8+ years core ITSM experience (not just ops/support)
- Deep hands-on expertise in:
- Incident Management (Major Incident handling)
- Problem Management (RCA, trend analysis)
- Change & Release Management (CAB governance)
- Strong experience in ITIL v3/v4 implementation & process consulting
- Experience driving ITSM transformation / process maturity (L3–L5 level)
- Extensive work on SLA, KPI, OLA definition & governance
- Proven experience in client-facing roles & stakeholder management
Key Responsibilities
- Own and govern end-to-end ITSM processes across large enterprise accounts
- Lead ITIL process design, implementation, and optimization
- Drive Continual Service Improvement (CSI) initiatives
- Manage Major Incident bridges and ensure timely resolution
- Conduct Problem reviews & RCA governance meetings
- Chair/participate in Change Advisory Board (CAB)
- Define and track service metrics, dashboards, and reporting
- Ensure compliance with audit, risk, and ITSM standard
Tools & Technology
- Strong hands-on experience with:
ServiceNow
- Experience in:
- Workflow automation
- ITSM tool configuration / customization
- Reporting dashboards
