ITSM Lead – Major Incident & Change Management

6 - 9 Years
1 Opening
Trivandrum

Key Responsibilities

1. Incident & Major Incident Management

• Lead the Incident Management function to ensure timely service restoration and SLA compliance.
• Actively participate and take ownership of Major Incident Management, demonstrating strong command during high-severity outages.
• Drive and moderate Major Incident bridge calls, ensuring real-time coordination among technical teams.
• Ensure structured communication to stakeholders during critical incidents, including business impact, technical updates, and recovery timelines.
• Conduct detailed Post-Incident Reviews (PIRs) and drive closure of corrective/preventive actions.
• Continuously refine the Major Incident Management process for improved response and resolution times.

2. Problem Management

• Identify recurring or impactful issues and lead detailed root cause analysis (RCA).
• Facilitate Problem Review Board (PRB) sessions to drive permanent fixes.
  Maintain and enhance the Known Error Database (KEDB).
• Use data to identify patterns and propose long-term stability improvements.

3. Change Management

• Govern the end-to-end Change Management process ensuring risk-controlled change deployments.
• Lead CAB meetings to evaluate proposed changes for risk, impact, and alignment with business priorities.
• Monitor key metrics such as change success rates and backout ratios; drive continuous improvement.
• Ensure process compliance, documentation quality, and appropriate approvals for all changes.

4. ITSM Tool Setup & Implementation (e.g., ServiceNow)

• Lead the end-to-end ITSM tool implementation, including platform configuration, workflow design, dashboard setup, and integrations.
• Configure Incident, Problem, Change, Service Request, CMDB, and other modules in alignment with ITIL standards.
• Manage data migration, UAT cycles, rollout planning, and stakeholder training.
  Document workflows, governance models, and operational handbooks for long-term tool adoption.
• Continuously refine the ITSM platform based on operational feedback and evolving business needs.

5. Service Quality Assurance & Reporting

• Prepare weekly, monthly, quarterly, and ad-hoc service performance decks.
• Consolidate metrics such as incident trends, MTTR, MTTD, RCA summaries, change success rates, SLA performance, and service stability indicators.
• Present insights, risks, improvement ideas, and KPI performance to leadership and customer stakeholders.
• Ensure data quality and consistency across all reporting streams.
• Maintain historical reporting data for audit and compliance.

6. Process Governance & Continuous Improvement

• Ensure ITIL/ITSM best practices are adopted consistently across the organization.
• Conduct periodic process evaluations and implement corrective actions.
• Lead continuous service improvement (CSI) initiatives across IT operations.
• Deliver process training and awareness sessions for relevant teams.

7. Stakeholder & Vendor Management

• Serve as the primary point of contact for service-related escalations and governance.
• Work closely with business teams, technical units, and external vendors to ensure SLA adherence.
• Facilitate service review meetings and monitor third-party performance.

Required Skills & Qualifications

• 6–12 years of experience in IT Service Management or IT Operations.
• Strong experience in Incident, Major Incident, Problem, and Change Management.
• Demonstrated capability in leading and actively participating in Major Incident Management with strong decision-making abilities under pressure.
• Proven hands-on experience in setting up ITSM tools (preferably ServiceNow) end-to-end.
• Strong understanding of ITIL framework; ITIL v3/v4 certification preferred.
• Excellent communication skills with the ability to handle executive-level updates during critical events.
• Strong analytical and reporting abilities (Power BI, Excel, PowerPoint).
• Proficiency with ITSM tools like ServiceNow, BMC Remedy, Freshservice, or ManageEngine SDP.

Major incident management, Change management, ITSM