ITSM Consultant / ITSM Tech Lead

• 8–12 years of experience in IT Service Management / Incident & Problem Management.
• Strong hands-on experience managing Major Incidents and Critical Production Issues.
• Proven experience in Problem Management and RCA.
• Strong understanding of ITIL Incident, Problem, Change, and Service Management processes.
• Experience coordinating multiple technical teams during high-severity incidents.
• Strong knowledge of SLA, KPI, and service performance management.
• Excellent documentation and reporting skills.
• Strong communication and stakeholder management capabilities.
• Ability to work under pressure and make effective decisions during critical incidents.

Preferred Experience

• ITIL certification is highly preferred.
• Experience working with enterprise ITSM tools such as ServiceNow.
• Exposure to SRE, production operations, and service reliability practices.
• Experience working in large-scale enterprise or global delivery environments.
• Knowledge of automation and service improvement methodologies.

Key Competencies

• Strong leadership and ownership mindset.
• Excellent crisis management and decision-making skills.
• Strong analytical and problem-solving abilities.
• Excellent communication with technical and senior business stakeholders.
• Ability to manage multiple incidents and problems simultaneously.
• Strong focus on service quality, reliability, and continuous improvement.