IT Infrastructure Service manager - Bengaluru / Bangalore - confidential

    confidential
    confidential Bengaluru / Bangalore

    6 days ago

    Full time
    Description

    Responsibilities:

    As part of the GSC-NSC IT Infrastructure Team, you will support strategic and transformational initiatives from an ITSM SME perspective, including:

    • Support the development of IT organizations and Business-as-Usual (BAU) support.
    • Design and implement support models for various cloud-based services supporting end users and applications.
    • Provide comprehensive coverage of all ITSM areas with focus driven by evolving business needs.
    • Support and improve Service Management processes such as Problem Management, Knowledge Management, Service Request Fulfilment, and IT Service Catalogue Management.
    • Assist with Change Management, Incident and Major Incident Management, License Management, Event Management, and Configuration Management as needed.
    • Lead ITSM process improvement projects and transitions between ITSM ticketing tools, including process adjustments and establishing delivery frameworks.
    • Participate in IT organization development initiatives.
    • Provide hands-on ITSM process execution support when required.
    • Remain flexible to handle emerging challenges within the Service Management organization.

    Key Responsibilities:

    • Problem Management: Identify, analyze, and resolve recurring incidents and problems; conduct root cause analysis and implement corrective actions; maintain problem management database.
    • Knowledge Management: Develop and maintain a comprehensive, accurate, and accessible knowledge base; promote knowledge sharing and best practices.
    • Service Request Fulfilment: Manage and coordinate the fulfilment of service requests; ensure completion within SLA; monitor and report on service request metrics.
    • Support Other ITIL Processes: Assist in implementing and improving Incident Management, Change Management, and other ITIL processes; collaborate with IT teams for process integration; provide training and support on ITIL best practices.

    Requirements:

    • 7+ years of experience in ITSM roles within global organizations.
    • Expertise with ITSM ticketing tools, preferably BMC Helix and/or ServiceNow.
    • Proven experience in ITIL process management focusing on Service Request Fulfilment, Problem, and Knowledge Management.
    • Excellent communication and interpersonal skills.
    • Self-motivated with a 'get things done' attitude.
    • Strong attention to detail and willingness to learn.
    • Ability to work effectively under pressure.
    • Demonstrated ability to manage complex ITSM projects end-to-end.
    • Collaborative team player with strong analytical and problem-solving capabilities.
    • Proficiency in ITIL tools and software.
    • Excellent organizational and multitasking skills.

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