Role - Service Management SME (Walk-in)

Years of Experience - 6 to 12 years

Location - Hyderabad

• Key Responsibilities:
• Manage end-to-end ITSM processes (Incident, Problem, Change, Request Management)
• Ensure adherence to SLA, KPI, and service quality standards
• Lead major incident management and escalation handling
• Drive root cause analysis and problem management lifecycle
• Manage and maintain CMDB / Asset lifecycle governance
• Conduct governance calls, service reviews, and reporting
• Drive continuous service improvement (CSI) initiatives
• Coordinate with cross-functional teams (infra, network, apps)
• Technical Skills:
• ITIL Framework (Foundation / Intermediate)
• ServiceNow / BMC / Jira...