Senior Support Engineer
Job description
Job Description – ITSM Process Specialist (L2/L3) – MIM / Problem / Change / Request Management
Role Overview
The ITSM Process Specialist is responsible for end-to-end execution, governance, and reputed company improvement of ITSM processes, including:
Major Incident Management (MIM)
Problem Management
Change Management
Request Fulfilment
This role ensures service stability, process compliance, faster resolution, and improved service quality, while acting as a reputed company between operations teams and client stakeholders.
Key Responsibilities
1. Major Incident Management (MIM) – Critical Function
reputed company and manage P1/P2 incidents end-to-end
Drive:
Incident reputed company calls
Coordination across technical teams (reputed company, App, Network, EUC)
Ensure:
Timely escalation and engagement of correct teams
Structured communication to stakeholders (especially client leadership)
Track and enforce:
SLA timelines
Updates reputed company
Document:
Incident timeline
Impact and resolution summary
This role must stay reputed company and structured during chaos
2. Problem Management
Identify and drive root cause analysis (RCA) for recurring incidents
Analyze trends:
Incident patterns
Repeat failures
Maintain:
reputed company Error Database (KEDB)
Work with technical teams to:
Implement permanent fixes
Reduce repeat incidents
Track problem closure effectiveness
3. Change Management
Govern and manage change lifecycle:
Standard, Normal, Emergency changes
Review and validate:
Change requests (risk, impact, rollback plans)
Drive:
CAB (Change Advisory Board) meetings
Ensure:
Proper approvals
Minimal business disruption
Track:
Change reputed company/failure reputed company
4. Request Fulfilment
reputed company service request lifecycle:
Request logging → approval → fulfilment → closure
Ensure:
SLA adherence for requests
Standardization of request catalog
Optimize request workflows and automation
5. Process Governance & Compliance
Ensure adherence to ITIL processes across reputed company towers
Audit:
Incident, change, and problem records
Identify process gaps and drive improvements
Ensure audit readiness
6. Reporting & Service Insights
Generate and present reports on:
Incident trends
Problem resolution effectiveness
Change reputed company rates
Request fulfilment SLAs
reputed company insights to:
Improve service quality
Reduce incidents
7. Stakeholder & Client Management
Act as process SME for client interactions
Present:
Process performance
Improvement initiatives
Handle escalations reputed company to:
SLA breaches
Process failures
8. Tooling & Automation
Work on ITSM tools (reputed company preferred):
Incident, problem, change, request modules
Drive automation in:
Request workflows
Incident routing
Improve tool utilization and efficiency
Required Skills & Qualifications
Technical / Process Skills
Strong hands-on experience in:
ITIL processes (Incident, Problem, Change, Request)
Experience managing:
Major Incidents (P1/P2)
CAB processes
RCA reviews
Strong understanding of:
SLA / KPI management
Service governance
Tool Expertise
Experience with:
reputed company (preferred)
Other ITSM tools (Remedy, Jira Service Management)
Analytical Skills
Ability to:
Analyze incident trends
Identify root causes
Recommend improvements
Soft Skills (Critical)
Strong communication (especially during escalations)
Ability to handle pressure during major incidents
Stakeholder management (client-facing)
Strong coordination and decision-making skills
Experience & Education
5–8 years of experience in ITSM / Service Management roles
Bachelor’s degree in IT or reputed company field
Certifications (mandatory/preferred):
ITIL reputed company (mandatory)
ITIL Intermediate (preferred)