Senior IT Service Management Consultant

We are seeking a Senior IT Service Management Consultant to join our dynamic team in Karnataka. The ideal candidate will have extensive experience in ITIL and IT Service Management (ITSM) practices, with a strong focus on incident management and service improvement. This role is critical in ensuring that our IT services are delivered efficiently and effectively, aligning with business needs and enhancing customer satisfaction.

Key Responsibilities

• Lead major incident management (MIM) processes, ensuring timely resolution of incidents and minimizing impact on business operations.
• Implement and manage ITIL processes, including incident management, change management, and service level agreement (SLA) management.
• Conduct root cause analysis (RCA) for recurring incidents and develop strategies for service improvement.
• Collaborate with cross-functional teams to enhance service delivery and optimize ITSM tools, particularly ServiceNow.
• Provide guidance and training to junior staff on ITIL best practices and incident management techniques.
• Monitor and report on service performance metrics, identifying areas for improvement and implementing corrective actions.

Required Skills

• Strong knowledge of ITIL framework and ITSM principles.
• Proven experience in incident management and crisis management.
• Familiarity with ServiceNow or similar ITSM tools.
• Excellent analytical and problem-solving skills, particularly in root cause analysis.
• Ability to work collaboratively in a team environment and communicate effectively with stakeholders at all levels.
• Strong organizational skills and attention to detail.

If you are passionate about IT service management and have a track record of driving service improvements, we encourage you to apply for this exciting opportunity to make a significant impact in our organization.