Job Description
Job Description ITSM Process Specialist (L2/L3) MIM / Problem / Change / Request Management
Role Overview
The ITSM Process Specialist is responsible for end-to-end execution, governance, and continuous improvement of ITSM processes, including:
- Major Incident Management (MIM)
- Problem Management
- Change Management
- Request Fulfilment
This role ensures service stability, process compliance, faster resolution, and improved service quality, while acting as a bridge between operations teams and client stakeholders.
Key Responsibilities
- Major Incident Management (MIM) Critical Function
- Lead and manage P1/P2 incidents end-to-end
- Drive:
- Incident bridge calls
- Coordination across technical teams (Infra, App, Network, EUC)
- Ensure:
- Timely escalation and engagement of correct teams
- Structured communication to stakeholders (especially client leadership)
- Track and enforce:
- SLA timelines
- Updates cadence
- Document:
- Incident timeline
- Impact and resolution summary
This role must stay calm and structured during chaos
- Problem Management
- Identify and drive root cause analysis (RCA) for recurring incidents
- Analyze trends:
- Incident patterns
- Repeat failures
- Maintain:
- Known Error Database (KEDB)
- Work with technical teams to:
- Implement permanent fixes
- Reduce repeat incidents
- Track problem closure effectiveness
- Change Management
- Govern and manage change lifecycle:
- Standard, Normal, Emergency changes
- Review and validate:
- Change requests (risk, impact, rollback plans)
- Drive:
- CAB (Change Advisory Board) meetings
- Ensure:
- Proper approvals
- Minimal business disruption
- Track:
- Change success/failure rate
- Request Fulfilment
- Oversee service request lifecycle:
- Request logging approval fulfilment closure
- Ensure:
- SLA adherence for requests
- Standardization of request catalog
- Optimize request workflows and automation
- Process Governance & Compliance
- Ensure adherence to ITIL processes across all towers
- Audit:
- Incident, change, and problem records
- Identify process gaps and drive improvements
- Ensure audit readiness
- Reporting & Service Insights
- Generate and present reports on:
- Incident trends
- Problem resolution effectiveness
- Change success rates
- Request fulfilment SLAs
- Provide insights to:
- Improve service quality
- Reduce incidents
- Stakeholder & Client Management
- Act as process SME for client interactions
- Present:
- Process performance
- Improvement initiatives
- Handle escalations related to:
- SLA breaches
- Process failures
- Tooling & Automation
- Work on ITSM tools (ServiceNow preferred):
- Incident, problem, change, request modules
- Drive automation in:
- Request workflows
- Incident routing
- Improve tool utilization and efficiency
Required Skills & Qualifications
Technical / Process Skills
- Strong hands-on experience in:
- ITIL processes (Incident, Problem, Change, Request)
- Experience managing:
- Major Incidents (P1/P2)
- CAB processes
- RCA reviews
- Strong understanding of:
- SLA / KPI management
- Service governance
Tool Expertise
- Experience with:
- ServiceNow (preferred)
- Other ITSM tools (Remedy, Jira Service Management)
Analytical Skills
- Ability to:
- Analyze incident trends
- Identify root causes
- Recommend improvements
Soft Skills (Critical)
- Strong communication (especially during escalations)
- Ability to handle pressure during major incidents
- Stakeholder management (client-facing)
- Strong coordination and decision-making skills
Experience & Education
- 58 years of experience in ITSM / Service Management roles
- Bachelor's degree in IT or related field
- Certifications (mandatory/preferred):
- ITIL Foundation (mandatory)
- ITIL Intermediate (preferred)
Qualifications
Graduation
Range Of Year Experience-Min Year
5
Range Of Year Experience-Max Year
8
