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 Service Management Knowledge of Incident, Problem, Change, CMDB modules Reporting tools, dashboards, and analytics