Incident Management

Job Description

Key Responsibilities: Lead the design, implementation, and optimization of ITSM processes using ITIL framework. Oversee core ITSM processes: Incident, Problem, Change, Release, Configuration, Service Catalog, and Request Fulfillment. Work closely with stakeholders to define and maintain SLAs, OLAs, and KPIs for IT services. Ensure compliance with regulatory and corporate IT policies. Manage and support ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell). Coordinate with cross-functional IT and business teams to drive root cause analysis and continual service improvement. Produce regular service performance reports and lead service review meetings. Provide guidance, coaching, and mentoring to service desk and support staff in ITSM best practices. Participate in audits, risk assessments, and IT governance activities. Lead ITSM maturity assessments and drive process improvement initiatives. Qualifications & Skills: Bachelors degree in Computer Science, Information Systems, or a related field. ITIL Foundation certification required; ITIL Intermediate/Expert or v4 Managing Professional preferred. 5+ years of experience in IT service management, with at least 2 years in a lead or managerial role. Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or similar. Strong knowledge of ITIL best practices and frameworks. Excellent communication, analytical, and stakeholder management skills. Experience with change management, governance, and compliance processes