Job description:
- Strong understanding of ITIL framework and ITSM best practices with Knowledge of service governance, risk management, compliance, and operational controls.
- Experience with industry-leading ITSM platforms, any one: ServiceNow / BMC Remedy / ManageEngine / Jira Service Management.
- Excellent verbal and written communication skills.
- Strong stakeholder management and negotiation capabilities.
- Analytical mindset with the ability to identify trends, solve complex problems, and make data-driven decisions.
- Strong facilitation, presentation, and influencing skills.
- Ability to work independently while managing multiple priorities in a dynamic environment.
- Understands SLAs, OLAs, and KPIs; monitor service performance and drive continuous improvement.
- Support vendor and contract governance.
- Act as point of contact for senior business stakeholders and customers and manage escalations effectively and maintain user satisfaction.
- Participate and Conduct awareness sessions on IT governance and service management best practices.
- Knowledge in Facilitating CAB (Change Advisory Board) processes and ensure robust change control.
- Ability to Manage major incidents and lead root cause analysis.
- Drive regular service reviews and audits.
- IT service optimization, automation and lead adoption of best practices.
Profile description:
- Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
- Minimum 5 years of hands-on experience in IT Service Management (ITSM).
- Demonstrated expertise in one or more of the following disciplines:
Incident Management
Problem Management
Change Management
Request Management
Service Catalog Management
Configuration Management
Knowledge Management
Service Desk Operations
We offer:
- Global Collaboration Opportunities on New Exciting Projects
- Flexible and Hybrid Working Mode
- Diversified, Rewarding & Supportive Workplace
