Job Title: Specialist ITSM
Location: Chennai (Preferred)
Experience: 4 to 7 Years
Notice Period: Up to 30 days
Mandatory Skills
- Major Incident Management
- Problem Management
Required Skills & Competencies
- Strong knowledge of ITIL processes: Incident, Problem, and Change Management
- Excellent communication and stakeholder management skills
- Ability to perform under pressure and manage critical situations effectively
Role & Responsibilities
1. Incident Management
- Handle and coordinate P1 / P2 major incidents, including bridge calls and technical team engagement
- Provide timely incident updates and ensure resolution of P1 / P2 / P3 incidents and related tasks
2. Problem Management
- Lead Post-Incident Reviews (PIRs) for P1 / P2 incidents
- Document Root Cause Analysis (RCA), track problem tickets, and follow up on improvement actions to closure
3. Change Management
- Conduct weekly CAB meetings and review change requests for process compliance
- Monitor pending and overdue changes and host monthly Change Violation reviews
4. Reporting
- Prepare and publish Incident and Problem reports for P1 / P2 and P3 incidents on request
- Generate monthly Customer Experience (CX) reports
