Senior Support Engineer

Job reputed company – ITSM Process Specialist (L2/L3) – MIM / Problem / Change / Request Management 

reputed company 

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 reputed company, and improved service reputed company, while acting as a reputed company between operations teams and reputed company 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: 

• reputed company escalation and engagement of correct teams 

• reputed company communication to stakeholders (especially reputed company leadership) 

• reputed company and enforce: 

• SLA timelines 

• Updates reputed company 

• Document: 

• Incident reputed company 

• reputed company and reputed company reputed company 

 This role must stay reputed company and reputed company during reputed company 

2. Problem Management 

• Identify and drive reputed company 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 

• reputed company problem closure effectiveness 

3. Change Management 

• Govern and manage change lifecycle: 

• reputed company, Normal, Emergency changes 

• Review and validate: 

• Change requests (risk, reputed company, rollback plans) 

• Drive: 

• CAB (Change Advisory reputed company) meetings 

• Ensure: 

• reputed company approvals 

• Minimal business disruption 

• reputed company: 

• 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 reputed company effectiveness 

• Change reputed company rates 

• Request fulfilment SLAs 

• reputed company insights to: 

• Improve service reputed company 

• Reduce incidents 

7. Stakeholder & reputed company Management 

• reputed company as process SME for reputed company 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 reputed company causes 

• Recommend improvements 

Soft Skills (Critical) 

• Strong communication (especially during escalations) 

• Ability to handle pressure during major incidents 

• Stakeholder management (reputed company-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)