Senior Support Engineer

Job descriptionJob 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 1. 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 2. 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 3. 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 4. 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 5. 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 6. 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 7. Stakeholder & Client Management Act as process SME for client interactions Present: Process performance Improvement initiatives Handle escalations related to: SLA breaches Process failures 8. 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 5–8 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) Range of Year Experience-Min Year5Physical LocationBangalore QualificationsGraduationRange of Year Experience-Max Year8

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