Key Responsibilities / Deliverables
Incident Management (IM) Practice
· Support the management of the Incident Management practice end to end, including process, priority and impact/urgency matrices, categorization models, queue and assignment structures, escalation paths, OLA definitions and resolution quality standards.
· Ensure the practice operates consistently and effectively in accordance with the approved process and service management standards.
Major Incident Management (MIM) Process Authority
· Support the management of Major Incident Management as process authority, including activation and deactivation criteria, incident command and bridge procedures, and bridge roles and responsibilities.
· Maintain executive and end-user communication templates and cadence for declared major incidents.
· Manage post-incident review (PIR), including action assignment, tracking and closure verification.
Problem Management (PM) Practice
· Support the management of the Problem Management practice, including root cause analysis standards and facilitation.
· Manage the Known Error Database and drive proactive problem identification based on incident trends.
· Maintain effective problem-to-change linkage so that approved remediation actions are implemented and sustained.
ITSM Process Architecture and Documentation
· Support the management of the ITSM process architecture, including swim-lane and process flows, RACI matrices, policy statements, SOPs and work instructions across Incident, Major Incident, Problem, Change, Request and Service Catalog processes.
· Ensure alignment with ITIL 4 practices and support consistent, auditable and effective process execution.
Process Adoption, Training and Enablement
· Drive ITSM process adoption through role-based training, enablement materials, communications, and hands-on support during go-live and stabilization.
· Measure success through sustained process adoption, compliance and effective execution.
ITSM Measurement, Service Review and Continuous Improvement
· Maintain, publish and analyses the ITSM measurement set, including MTTA, MTTR, SLA attainment, reopen rate, repeat incident rate, major incident frequency and duration, RCA on-time closure, and first-contact resolution.
· In consultation with the local manager, prepare and facilitate the monthly service review.
· Maintain the Continuous Service Improvement (CSI) register, ensuring improvement actions are tracked through to completion.
ServiceNow Requirements and Configuration Validation
· Collaborate with technical resources to translate approved ITSM process designs into effective, configuration-first solutions.
· Write functional requirements and specifications, provide process guidance, and validate delivered configurations against approved designs and business requirements prior to release.
· Identify opportunities to minimize unnecessary customization and recommend out-of-the-box solutions where appropriate.
ITSM Governance Forums and Records
· Support ITSM governance forums, including Incident and Problem Review Boards, major incident PIRs, and CAB process input.
· Maintain clear, accurate and auditable records of decisions and actions.
JOB COMPETENCIES (Skills & Abilities)
· ITIL expertise: Deep, pragmatic knowledge of ITIL practices, with the ability to apply ITIL principles effectively in real-world operating environments rather than relying solely on theoretical or certification-based knowledge.
· Command presence under pressure: Leads major incident bridges, establishes clear communications, maintains situational control and keeps executive stakeholders appropriately informed.
· Structured problem-solving: Applies strong root cause analysis discipline, challenges assumptions and holds teams accountable to evidence-based analysis and resolution.
· Engagement and facilitation: Leads workshops, forums and post-incident reviews while building alignment and driving consensus.
· Communication: Clear, concise and audience-appropriate written and verbal communication across executive, technical and end-user audiences.
· English language proficiency: Strong written and verbal communication in English, sufficient to communicate clearly during real-time incident bridges and stakeholder discussions with executives and technical teams, and to produce clear, professional ITSM documentation.
· Change management mindset: Challenges entrenched practices, influences adoption and manages resistance while maintaining effective working relationships.
· Analytical approach to service improvement: Defines meaningful KPIs, analyses service performance data, identifies trends and opportunities, and translates insight into measurable improvement.
· Documentation discipline: Updates and maintains process maps, SOPs, runbooks, training materials and audit-ready evidence.
· Independence and breadth: Self-directed and effective in a lean team environment, managing a broad scope of responsibilities, prioritizing competing demands and operating with limited day-to-day support.
MINIMUM QUALIFICATIONS (Knowledge & Experience)
· Bachelor’s degree in information technology, Engineering, Computer Science, or a related field. (Required)
· ITIL 4 Foundation, ITIL 4 Practitioner – Service Configuration Management, ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM), COBIT 2019 Foundation, or other certification in an ITSM platform such as Jira or HP Remedy. (Preferred)
· 5+ years of experience in ITSM, including process design, process ownership, service management operations or governance. (Required)
· Demonstrated experience supporting Incident, Major Incident and Problem Management practices. (Required)
· Experience in a mid-sized, multi-site enterprise (2,000-5,000 employees) with a distributed user base. (Preferred)
· Strong working knowledge of ServiceNow ITSM as a process and functional owner, including workflow and state models, priority matrices, assignment and escalation rules, SLA/OLA definitions, notification design and operational reporting. (Required)
· Practical knowledge of ITIL 4 practices and guidance. (Required)
· Familiarity with COBIT governance objectives and ISO/IEC 20000 service management system requirements, with the ability to translate framework principles into practical, operational controls. (Required)
· Experience supporting ITSM maturity initiatives, service transition or service management platform transformation programs within global or multi-site organizations. (Required)
· Experience working in regulated or audit-driven environments, including exposure to SOX, ITGC, ISO/IEC 20000 or equivalent control frameworks in the U.S., India or other international settings. (Preferred)
· Experience collaborating with distributed global teams across multiple time zones or within follow-the-sun support models. (Preferred)
· Familiarity with IT service management practices in India-based offshore delivery operations or Global Capability Centre and captive center environments. (Preferred)
· Demonstrated track record of designing and implementing ITSM processes that are effectively adopted across teams. (Required)
· Demonstrated experience leading major incident response under pressure while coordinating with executive stakeholders. (Required)
· Proven ability to drive measurable improvement in key service management metrics, including MTTR, SLA attainment, repeat incident rates, and root cause analysis and closure discipline. (Required)
Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.
