5 Itil V4 Jobs

Implement and manage ITIL-based processes for IT service delivery Handle Incident, Change, and Problem Management activities Coordinate with cross-functional technical teams to ensure service Analyze recurring issues and drive root cause analysis Required Candidate profile Assist in maintaining the ITSM platform (e.g., ServiceNow, BMC Remedy) Prepare reports and dashboards on SLA adherence Identify areas of improvement in IT processes Support audits and compliance Perks and benefits Perks and Benefits

Company Overview: Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI analytics, and insights powered by our proprietary FPRONE platform. By understanding our client's needs and fully aligning with their goals, we help clients reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful AI insights, data science and advanced analytics combined with deep industry expertise to deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com . Role Overview We are seeking a highly motivated Product Support Specialist to join our growing team. This frontline support role is responsible for assisting merchant users as they navigate through the chargeback management process and utilize our proprietary platform. You will provide direct support to clients by helping them understand portal workflows, assisting with navigation issues, resolving general platform queries, and ensuring a smooth, efficient user experience. Strong communication skills, quick learning ability, adaptability, and a client-first attitude are critical for success in this role. This is an exciting opportunity for individuals who are passionate about client service, product support, and becoming an expert in the chargeback management journey. Key Responsibilities Assist merchant users in navigating the chargeback process through our platform. Provide Tier 1 frontline support through tickets, emails, chats, and calls for product and navigation-related inquiries. Help clients resolve challenges related to portal functionality, workflow navigation, and usage best practices. Triage incoming tickets and categorize them appropriately (Product, Operations, IT-related). Escalate more complex technical issues to internal teams following standard escalation workflows. Maintain accurate and thorough documentation of client interactions and resolutions. Continuously stay updated on platform enhancements, new features, and process changes. Update and contribute to internal knowledge base resources based on new learnings. Manage escalations and pressure situations professionally, ensuring irate or concerned clients are handled empathetically and effectively. Meet and exceed SLAs, KPIs, and CSAT targets. Key Result Areas (KRAs) Efficient and accurate support for portal navigation and platform functionality. First-level resolution of client queries related to chargeback workflows. Timely escalation of complex issues to relevant teams. High client satisfaction through effective communication and support delivery. Qualifications & Requirements Bachelor's degree in any discipline. 4-8 years of experience in customer support, product support, client services, and/or helpdesk roles (preferably supporting a technology platform). Excellent verbal and written communication skills, with strong ability to understand and assist US-based clients. Ability to quickly grasp platform workflows and explain them clearly to users. Familiarity with ticketing systems and escalation workflows. Strong attention to detail, multitasking skills, and client empathy. Ability to handle pressure situations and escalations calmly and professionally. Comfortable working US daytime hours and weekends, as required. Preferred Skills Prior experience supporting clients using technology or workflow platforms. Familiarity with chargebacks, payment disputes, or merchant-facing financial technology. Experience working in fast-paced support environments focused on customer success. ITIL 4 Certification, preferably with Foundation level completed.

Position Summary: As an Incident Manager in the Cloud Infrastructure Engineering organization in Bangalore , your mission within the Service Management team will be to ensure that impacted services are restored to their operational state quicklymanaging risk and ongoing business impact. You will coordinate incident response, keep the focus on resolution, and defer deep root cause analysis until after the business impact has been mitigated. You'll also conduct analysis of historical incidents to identify patterns and actionable insights. This includes leading discussions across stakeholders, driving improvement plans, and effectively communicating findings to senior management. Since incidents are unpredictable, this role requires a flexible schedule, including availability during nights, weekends, and holidays. To succeed, you should have a broad and deep understanding of enterprise infrastructure and be confident in leading discussions on technical dependencies. Key Responsibilities: Lead efforts to resolve major incidents in a timely and effective manner. Communicate transparently and honestly with all stakeholders. Manage expectations to ensure the focus remains on resolving business impactsavoiding deflection or finger-pointing. Foster collaboration and strong team spirit among all parties involved in incident resolution. Maintain visibility into the business impact and paths to resolution throughout an incident's lifecycle. Capture and drive the implementation of incident-based lessons learned. Own, maintain, and improve incident-related policies, processes, and procedures. Ensure incident details are accurate and fully documented across reports, tickets, and system status dashboards. Perform additional duties and lead projects as assigned. Education, Experience & Skills Required Bachelor's degree or equivalent experience. 5+ years of relevant experience in a SaaS or hosted application service provider environment. 3+ years of Incident/Problem Management experience. ITIL v4 (or above) certification. Strong understanding of IT technologies including compute, storage, networking, databases, and virtualization. Solid technical knowledge bridging applications and infrastructure. Experience in managing complex technical environments with demonstrated leadership in dynamic situations. Strong analytical and project management skills. Experience initiating continuous improvement efforts. Strong organizational skills with the ability to multitask effectively. Experience facilitating technical incident reviews and encouraging collaborative problem-solving. Ability to craft business-appropriate communications for affected stakeholders. Technically literate with the ability to translate issues for both engineering and executive audiences. Strong crisis management skills: able to prioritize, manage multiple threads, assess current state, and drive towards resolution. Proficient in Excel, Power BI, or similar tools for incident trend analysis and reporting. Deep understanding of IT operations, software development models, and SaaS architecture. Behaviors & Abilities Maintain composure under pressure. Handle competing priorities in a high-stakes environment. Adjust availability based on business needs. Challenge technical experts and ask insightful, resolution-focused questions. Demonstrate ownership, initiative, and customer-centric thinking. Be a strong team player who builds trust and cross-functional relationships. Apply strong business acumen and strive for customer satisfaction. Stay analytical and detail-oriented in a fast-paced environment. Be proactive in decision-making and task prioritization. Take full ownership of tasks and deliverables from start to finish. Work collaboratively and bring a positive, energetic attitude to the team.

Role & responsibilities: Responsibility for the cyber security incident response process Technical and organizational responsibility for the process Weekly and monthly reporting of incidents Management of escalations to the Director IT Services and CIO Analyze cyber security incidents, especially in the area of MS Defender and CrowdStrike Establishment and further development of the cyber security unit together with Director IT Services Provide technical support and guidance to users and IT staff. Preferred candidate profile: 5 years of professional experience in the field of cyber security Experience in the field of Microsoft technologies and infrastructure Experience in the area of incident management for the section of cyber security Excellent troubleshooting skills and ability to grasp issues quickly, even in stressful situations High process affinity for cyber security Interest in building a Cyber Security Operations” unit Affinity and assertiveness in the field of matrix organizations High affinity for the area of IT governance Working according to the ITIL V4 and ISO27000 standard. Prioritization and time management: Realistic goals and deadlines, delegating tasks where necessary and making decisions about the use of time and resources. Very good English language skills (written and spoken). Analytical, systematic, and conceptual way of working and thinking. Excellent communication skills combined with a strong team spirit. Achiever and leadership attitude. Proactive, performance, service, and result oriented. Able to work under pressure, structured, flexible, team player, reliable. Ability to quickly grasp and apply new technological advancements, as the candidate could be sent to global headquarters for implementation of cyber security.

At least 5+ years of ServiceNow ITSM, custom app development experience, configuring, and implementing ServiceNow ITSM modules, Portal, front-end. Hands-on developer experience in ITSM, Scoped Application design, Workflow or Flow Designer, Std. Asset Management, Integration Hub, B2B integrations. Deep understanding of REST, WSDL, JSON and ability to integrate with other third-party applications, data sources. Develop & manage application code, user interfaces, and integration components. Create and maintain necessary development documentation-project plan, technical design, developer notes, user manual etc. Manages data with Tables, CMDB, Import Sets, and Update Sets. Creates Workflow activities and approvals, Incident Form, Service Catalog / Service Requests, Approval flows, Service Portal Pages, Widgets, UI Macros - Complex catalog development. Expertise in configuring UI Actions/UI Policy/ ACL/Client Scripts, Business Rules, Inbound Actions. Macros etc. CSS based UX/UI design & development, using Angular based Client-side & Server-side scripts, JavaScript, AJAX, HTML, CSS, JSON Web technologies. Configure Performance Analytics, Reporting & Dashboards. Mandatory Credentials / Knowledge: ServiceNow CIS-ITSM, CSA, CAD or any other mainline certification NOW Platform Development & Administration ITIL v4 Certified