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 standard sLead major incident management and escalation handlin gDrive root cause analysis and problem management lifecycl eManage and maintain CMDB / Asset lifecycle governanc eConduct governance calls, service reviews, and reportin gDrive continuous service improvement (CSI) initiative sCoordinate with cross-functional teams (infra, network, apps )Technical Skills :ITIL Framework (Foundation / Intermediate )ServiceNow / BMC / Jira Service Managemen tKnowledge of Incident, Problem, Change, CMDB module sReporting tools, dashboards, and analytic s