ITSM - Service Management

Desired Competencies (Technical/Behavioral Competency)

Must-Have

Incident Management

• Manage incidents throughout their lifecycle.
• Coordinate resolution across support teams.
• Handle P1/P2 major incidents.
• Conduct incident reviews and post-incident reports.
• Ensure SLA compliance.

Major Incident Management

• Lead bridge calls during critical outages.
• Coordinate stakeholders and technical teams.
• Drive incident communications.
• Manage escalation procedures.
• Restore business services within agreed timelines.

Problem Management

• Perform root cause analysis (RCA).
• Track recurring incidents.
• Manage Known Error Database (KEDB).
• Drive permanent fixes and preventive actions.

Change Management

• Review and authorize changes.
• Coordinate CAB meetings.
• Assess risk and business impact.
• Monitor change implementation success.
• Ensure compliance with change governance.

Service Request Management

• Monitor service request queues.
• Improve request fulfillment processes.
• Ensure SLA adherence.
• Support automation initiatives.

Service Level Management

• Monitor SLA, OLA and KPI performance.
• Generate operational reports.
• Conduct service reviews.
• Drive continual service improvement.

ITSM Tool Administration

• Administration of ServiceNow.
• Workflow and process management.
• Incident and Change module support.
• CMDB management and governance.

Reporting & Governance

• Create operational dashboards.
• Generate weekly and monthly service reports.
• Support governance meetings.
• Maintain process documents and SOPs.

Stakeholder & Vendor Management

• Coordinate with customers and business users.
• Manage vendor performance.
• Drive service quality improvements.
• Ensure customer satisfaction.

Good-to-Have

• ITIL Foundation/Managing Professional
• ServiceNow Administration
• CMDB Management
• IT Operations Analytics
• Power BI Reporting
• Automation & Scripting
• Banking Domain Experience (BFSI)
• Audit & Compliance Knowledge
• Cloud Operations Awareness
• Agile / DevOps Exposure

RoleSpecialist

Qualifications

BACHELOR OF ENGINEERING