Associate, IT Infrastructure

Job Description: IT Service Management Lead

Job Summary

We are seeking an experienced IT Service Management professional with strong expertise in ServiceNow ITSM, Major Incident Management, Service Desk Operations, and continuous service improvement. The role is responsible for driving ITSM best practices across Incident, Problem, and Change Management, ensuring service performance through KPI governance, CSAT management, reporting, and process optimization. The ideal candidate will bring strong stakeholder management, analytical capability, operational governance, and a proven ability to improve service quality and business outcomes.

Key Responsibilities

IT Service Management Operations

• Manage and support ITSM processes in ServiceNow in alignment with ITIL best practices
• Drive Incident, Problem, and Change Management processes to ensure service stability and operational excellence
• Ensure timely service restoration and resolution of critical incidents through effective coordination with support teams
• Support service desk operations by monitoring service quality, response effectiveness, and process adherence

Problem Management

• Lead Problem Management activities with a focus on identifying root causes and implementing permanent corrective and preventive actions
• Review recurring incidents and critical issues to raise problem records for detailed analysis
• Coordinate with technical teams for RCA documentation and service improvement actions
• Track repeat issues and recommend long-term solutions to reduce incident volume

Major Incident Management

• Manage major incidents end to end, including logging, classification, prioritization, escalation, and communication
• Drive bridge calls and coordinate cross-functional teams to restore services within agreed SLAs
• Ensure timely stakeholder communication and status updates to internal teams and senior management
• Follow escalation matrices and governance protocols during critical service disruptions

Service Improvement and Governance

• Analyze incident, service request, and service catalog data to identify trends and improvement opportunities
• Provide actionable insights for process enhancement, service quality improvement, and operational efficiency
• Monitor and track KPIs such as response SLA, resolution SLA, First Time Resolution, ticket backlog, and CSAT score
• Prepare dashboards, MIS reports, and governance review reports for management and stakeholders

Quality, Knowledge, and Training

• Oversee CSAT metrics and quality audit activities to improve user experience and service performance
• Support and contribute to internal training initiatives for analysts and support teams
• Create, update, and maintain knowledge base articles and Standard Operating Procedures
• Promote operational consistency through documentation and knowledge-sharing practices

ServiceNow and Process Support

• Support SLA configuration and User Acceptance Testing in ServiceNow
• Ensure service management workflows and configurations align with business requirements
• Contribute to process design, compliance checks, and service governance activities

Budget and Operational Support

• Support budget tracking by maintaining purchase invoice updates and operational expenditure records
• Assist with process compliance, audits, and governance reporting
• Maintain basic oversight of IMAC, asset management inventory, and related operational controls

Required Skills and Competencies

• Strong knowledge of ITSM processes, including Incident, Problem, and Change Management
• Hands-on experience with ServiceNow ITSM
• Good understanding of Major Incident Management and stakeholder communication
• Strong analytical and reporting skills with experience in dashboards and MIS preparation
• Knowledge of KPI monitoring, SLA governance, and service performance tracking
• Experience in CSAT management, quality audits, and service improvement initiatives
• Good documentation skills for SOPs, knowledge articles, and process records
• Strong coordination, ownership, and leadership capabilities
• Effective communication and collaboration skills across technical and business teams

Preferred Tools and Technologies

• ServiceNow
• JIRA / JSM
• BMC Remedy
• HPSM
• ManageEngine
• HP OpenView
• SolarWinds
• Microsoft O365
• Microsoft Teams
• SCCM
• Putty
• Microsoft Copilot

Qualifications

• Bachelor of Engineering in Electronics and Telecommunication Engineering or related field
• ITIL v4 Foundation certification preferred
• Additional training or certifications in IT support, security awareness, or AI tools will be an advantage

Experience

• 20+ years of experience in IT Service Management, Service Desk Operations, and Major Incident Management
• Proven experience in service governance, process improvement, KPI management, and stakeholder reporting
• Experience working with enterprise support environments and cross-functional IT teams

Preferred Candidate Profile

• ITIL-aligned service management professional with a process-driven mindset
• Strong problem solver with the ability to identify trends and drive preventive actions
• Confident communicator who can engage with senior stakeholders during major incidents and governance reviews
• Detail-oriented professional with strong ownership of reporting, quality, and operational metrics
• Capable of balancing day-to-day service operations with strategic service improvement initiatives.