17 Itil V4 Jobs

You are a Tech Lead with 5 to 7 years of experience, sought to join our team in a hybrid work model. Your expertise in ITIL V4, Service Now, Mainframe Utilities, and Unix will be invaluable. Previous experience in Asset & Wealth Management is beneficial. Your role entails overseeing technical projects, ensuring efficient service delivery, and contributing to the company's success. You will lead the design and implementation of IT solutions using ITIL V4 and Service Now, enhancing service delivery and operational efficiency. Your responsibilities include overseeing the maintenance and optimization of Mainframe Utilities, providing technical expertise in Unix environments, and collaborating with cross-functional teams to align IT services with business objectives. Your expertise will be crucial in analyzing and resolving complex technical issues, developing best practices for IT service management, mentoring junior team members, and coordinating with stakeholders to deliver solutions that meet business needs. Your role also involves monitoring system performance, ensuring security and integrity of IT systems, contributing to strategic planning, and staying updated with emerging technologies. To qualify for this role, you must possess in-depth knowledge of ITIL V4, proficiency in using Service Now, extensive experience with Mainframe Utilities and Unix systems, and ideally, experience in Asset & Wealth Management. Problem-solving skills, effective communication, and strong interpersonal skills are essential. Certifications required for this role include ITIL V4 Foundation Certification and Service Now Certified System Administrator. Join us to drive innovation, maintain competitive advantage, and ensure service delivery excellence.,

You are excited to explore a new opportunity as an Ivalua Consultant with LTIM, a leading company in the industry. With a minimum of 5 years of experience, your expertise in handling Ivalua as a procurement application, specifically in the source to contract module, alongside software deployment processes, is commendable. Your responsibilities will include configuring and deploying the Ivalua system in alignment with documented business needs, focusing on org structures, profiles, authorizations, alerts, notifications, and workflow configurations. Your skills in designing configuration, including rules, fields, filters, and pages, will play a crucial role in the success of the projects. Your proficiency in SQL queries, ETL development, EAI, and Integration will be valuable assets in this role. Additionally, your experience in configuring reports, spend analysis, and deploying classification rules will be essential. Your functional knowledge of Sourcing Module, Supplier Module, Contract Module, and Spend module will be put to good use. Being familiar with ITIL V3 processes and having an overview of ITIL V4 processes in AMS knowledge is necessary. If you possess Ivalua S2C certification, it will be considered an advantage; otherwise, you will be guided through the certification process to enhance your skills as per the client's requirements. Your role will also involve managing client relationships, demonstrating strong leadership, exceptional communication skills, and effective project management. You will act as a mentor to colleagues and project teams, ensuring successful project milestones are achieved. Your educational background in Bachelor in engineering or BS/BA degree in Procurement, Computer Science, or related fields is preferred. If you are passionate about configuring solutions based on complex requirements and coordinating efforts with team members, this role is tailored for you. To be a part of this dynamic team at LTIM, based in Pan India locations, share your resume with us at ashwini.sakpal@ltimindtree.com and embark on a rewarding career journey as an Ivalua Consultant.,

You should have formal training or certification on the ServiceNow platform concepts and possess proficient applied experience. Demonstrated expertise in at least two ServiceNow Modules such as ITSM, ITOM, SecOps, GRC, etc., is required. It is essential to have knowledge of the automation/orchestration functionalities of ServiceNow. Strong analysis, problem-solving, and decision-making skills are necessary to debug issues and find proactive monitoring solutions for ensuring platform stability. Additionally, you should have the ability to mentor junior developers, fostering a collaborative and innovative team environment. Strong communication skills are also crucial to clarify requirements with stakeholders and work collaboratively with the team. The ideal candidate should have 5-9 years of experience and hold a qualification of BE in Computer Science, MCA, or MSc in Computer Science. In terms of technical skills, you must have experience in ServiceNow development and implementation on ITSM, ITOM, SecOps, or GRC modules. Proficiency in working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists is required. Experience in the creation and customization of complex workflows and custom workflow activities is necessary. Hands-on experience in Glide and Jelly Scripting, Java Script, HTML, XML, AJAX, JSON, and CSS is essential. Additionally, experience in Webservices, SOAP, email, and other integrations is expected. Knowledge of Performance Analytics, email notifications, inbound actions, reports, gauges, and home pages is crucial. Familiarity with AngularJS, Bootstrap, and service mapping would be an added advantage. Expertise in API integrations with other systems, flow designer, instance upgrade, and execution of test plans is required. You should also be able to create test cases, test data, and contribute to the software development life cycle methodology. Resolving technical issues of projects, exploring alternate designs, fostering teamwork, collaborating with stakeholders, and ensuring client satisfaction are key responsibilities. The certifications needed for this role include CSA and CIS (ITSM)/CAD, as well as ITIL V4 certification. About Mphasis: Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis Front2Back Transformation approach. Front2Back leverages the power of cloud and cognitive technologies to provide hyper-personalized digital experiences to clients and their end customers. The Mphasis Service Transformation approach helps shrink the core through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis's core reference architectures, tools, speed, innovation, domain expertise, and specialization play a pivotal role in building strong relationships with marquee clients.,

You are a Senior Systems Engineer with 2 to 4 years of experience, specializing in Dynatrace, ITIL V4, Service Now, and Unix in the context of Retail Banking. Your role involves working in rotational shifts without travel requirements. Your primary responsibility is to maintain and optimize systems for seamless operations. Your tasks include monitoring and ensuring the performance of systems through Dynatrace, providing support and troubleshooting for Unix-based systems, utilizing Service Now for incident management, and implementing ITIL V4 practices for enhanced service delivery. Collaboration with cross-functional teams, conducting system audits, maintaining documentation, and ensuring compliance with industry standards are crucial aspects of your role. You will participate in rotational shifts for 24/7 system support, assist in system upgrades and migrations, provide training to junior team members, and engage in continuous learning to stay updated with industry trends. Your contribution to the company's success lies in ensuring reliable and efficient system operations. Your qualifications include expertise in Dynatrace, ITIL V4 practices, Service Now, and Unix, with a preference for experience in Retail Banking. Strong problem-solving skills, attention to detail, and effective communication abilities are essential for this role. Certifications Required: - ITIL V4 Foundation Certification - Dynatrace Associate Certification,

You should have experience in running operations with ITIL processes and be ITIL certified. Your role will require excellent analytical and troubleshooting skills, as well as strong verbal and written communication abilities. You should also demonstrate creative thinking in implementing service improvements, automation, incident reduction, standard change conversion to service request, and fail change reduction. In this role, you must be willing and flexible to learn new technologies, scale up quickly, and adapt to different roles as the situation demands. You should have practical experience with agile methodologies and tools, as well as experience in writing RFPs, solutions, and presentations during client visits. Additionally, experience with leading geographically separated customers and onshore-offshore teams is preferred. Your key responsibilities will include being a Process Subject Matter Expert, overseeing the entire management of the ITIL SIAM processes, and ensuring that supporting tools are aligned with the processes. You will be responsible for process governance, ensuring SLAs and KPIs are being met, and providing solutioning estimations aligned with the delivery scope of work. As part of your role, you will act as the central point of contact between technical teams, stakeholders, and leadership, providing timely updates. You will establish and communicate the process mission, goals, and objectives to all stakeholders, while documenting and maintaining the process and procedures. You will also be responsible for resolving any cross-functional departmental issues and ensuring proper staffing and training for execution. Furthermore, you will be expected to develop and refine process management procedures to enhance efficiency and effectiveness. Monitoring, measuring, and reporting on the effectiveness of the process to senior management, as well as focusing on Continual Service Improvement (CSI) and collaboration with customer organizations, will be essential. In terms of technical requirements, you should be proficient in ITIL V3, ITIL V4, and SIAM practitioner professional certifications, as well as have expertise in process management and process design reengineering. In addition to the above responsibilities, you will lead a team of 4-5 Process Managers and Consultants. Preferred skills for this role include knowledge in IT architecture, service management, change management, incident and request management, service operation, and SIAM. If you possess the required qualifications and skills, and you are looking for a challenging opportunity in IT operations management with a focus on ITIL processes, this role may be a great fit for you.,

You have experience in running operations with ITIL processes and are ITIL certified. Your excellent analytical and troubleshooting skills coupled with strong verbal and written communication abilities make you a valuable asset. Your creative thinking is evident in implementing service improvements, automation, incident reduction, standard change conversion to service request, and fail change reduction. You are open to learning new technologies, scaling up quickly, and adapting to different roles as needed. In your role, you have demonstrated expertise in running operations following ITIL processes and have experience in writing RFPs, solutions, and presentations during client visits. Your practical experience with agile methodologies and tools is commendable. Additionally, you have experience working with geographically separated customers and onshore-offshore teams, showcasing your cross-functional knowledge and excellent collaboration skills. As a Process Subject Matter Expert, you are responsible for overseeing the entire management of ITIL SIAM processes. You ensure that supporting tools are aligned with processes, with clear categorization, prioritization, and efficient management of attributes. Your responsibilities include process governance, ensuring SLAs and KPIs are met, and providing timely updates as the central point of contact between technical teams, stakeholders, and leadership. You excel in establishing and communicating process missions, goals, and objectives to stakeholders, documenting and maintaining procedures, resolving cross-functional issues, and ensuring proper staffing and training for execution. Continuous process improvement is a key focus, where you develop and refine process management procedures to enhance efficiency and effectiveness. Monitoring, measuring, and reporting on process effectiveness to senior management, as well as continual service improvement and collaboration with customer organizations, are part of your responsibilities. In terms of technical requirements, you are proficient in ITIL V3, ITIL V4, and SIAM practitioner professional. Your expertise lies in process management, process design, and re-engineering. Additionally, you play a crucial role in stakeholder management, ensuring clear and consistent communication across teams and external parties. Your preferred skills include technology architecture, ITIL service management, consulting, change management, incident and request management, service operation, and SIAM. You are also tasked with leading a team of 4-5 Process Managers and Consultants, showcasing your leadership abilities and experience in managing teams effectively.,

The IT Asset Manager role is a critical position responsible for overseeing and governing Allison Transmissions IT Asset Management program. This program plays a vital role in the company's ITIL-based global ITSM process framework. As the IT Asset Manager, you will play a key role in establishing ServiceNow as the central repository for all IT assets, ensuring data accuracy, lifecycle integrity, and compliance with ITIL v4 standards. We are in search of an experienced individual to lead the management and governance of IT asset data, focusing primarily on ServiceNow Asset Management and CMDB best practices. The ideal candidate will be actively involved in creating, cleaning up, and managing Configuration Items (CIs) and will collaborate closely with various teams to enforce processes, uphold data quality, and contribute to strategic IT decision-making through enhanced asset visibility. **Key Responsibilities:** - Serve as the subject matter expert for ServiceNow Asset Management and the CMDB, ensuring accurate classification, relationships, and lifecycle status of all Configuration Items (CIs). - Own and oversee the complete lifecycle of IT assets (both hardware and software) within ServiceNow, ensuring data integrity, accuracy, and completeness. - Lead initiatives to cleanse and maintain CMDB data by removing duplicates, outdated entries, and incorrect relationships. - Develop and implement processes and controls to align asset management practices with ITIL v4 standards. - Define and track data quality Key Performance Indicators (KPIs), conduct audits, and consistently enhance asset accuracy and completeness. - Support integrations and data feeds into the CMDB from discovery tools, UEM platforms, and other relevant systems. - Provide training and guidance to teams on asset management processes and effective utilization of the CMDB. - Collaborate with IT operations, security, procurement, and finance teams to enforce asset governance and ensure compliance. **Key Performance Measures:** - End user satisfaction with various IT services including service desk, desktop support, workstation imaging, computer refresh, and deployment support. - Accurate and comprehensive recording of IT assets in the Asset Management and CMDB repositories. - Compliance with IT security policies, device configuration standards, and financial requirements. - Facilitation of routine operational process reviews and working sessions involving multiple service providers, key stakeholders, and the global team supporting the asset management function. **Qualifications:** - Bachelor's degree in Computer Science, Computer Information Systems, Computer Information Technology, or a related technical field, or equivalent experience of 3+ years. - Strong attention to detail, documentation, and adherence to processes. - Knowledge of hardware and software lifecycle processes. - Proficiency in ITIL v4 practices, particularly Asset and Configuration Management. - ServiceNow Certified Implementation Specialist (CIS) in ITAM or CMDB. - Familiarity with Discovery tools such as ServiceNow Discovery, SCCM, JAMF, Intune. - Currently possess or willing to obtain ITIL v4 Foundations certification within 6 months of employment. **Experience:** - Minimum of 5 years of experience in IT Asset Management, Configuration Management, or related roles. - 3 years of experience collaborating with diverse IT and business stakeholders. - 3 years of experience in regulated or enterprise environments. - Extensive hands-on experience with ServiceNow Asset Management and CMDB modules.,

As a Software Engineering - Developer at Kyndryl, you will have the opportunity to be at the forefront of designing, developing, and implementing cutting-edge software solutions. Your role is crucial in our business offering as your code will deliver value to our customers in an efficient and timely manner. Your meticulous attention to detail and commitment to quality will be pivotal in ensuring the success of our products. Your responsibilities will include the following key areas: 1. ITOM Implementation: You will design and implement ServiceNow ITOM modules such as Discovery, Service Mapping, and Event Management to achieve comprehensive visibility into our IT environment. Configuring MID Servers and integrating them with various network devices, servers, and applications for automated asset discovery will be part of your tasks. Additionally, defining and deploying service maps to visualize relationships between IT components for proactive incident management is essential. 2. AIOps Integration: Evaluating and implementing AI-powered ITOM tools and functionalities to automate IT operations and optimize resource utilization will be within your scope. Building workflows and automations utilizing anomaly detection, root cause analysis, and predictive maintenance capabilities is crucial. Your expertise will also be utilized in developing custom dashboards and reports to offer actionable insights for efficient problem resolution and performance optimization. 3. Technical Expertise: Your deep understanding of ServiceNow ITOM modules, scripting languages like JavaScript and Jelly, and integration capabilities will be fundamental. Hands-on experience in network and system administration principles, including device discovery and troubleshooting, is required. Keeping abreast of the latest developments in AIOps and its integration with ServiceNow is expected. 4. Collaboration and Communication: Effective collaboration with IT operations, network, and application teams to comprehend requirements and design optimal ITOM solutions is vital. Communication of technical concepts clearly and concisely to various stakeholders to ensure alignment and buy-in is necessary. Documenting configurations and procedures for future reference and knowledge sharing is also an essential aspect of your role. As a valued member of our team, your contributions will significantly impact the success of our products. You will work alongside a passionate team dedicated to innovation, creativity, and excellence. Your role will empower you to drive innovation, take ownership of your work, and enhance your problem-solving, collaboration, and automation skills. Together, we can make a difference in the realm of cloud-based managed services. Your future at Kyndryl offers exciting opportunities for growth within the job family. With dedication and hard work, you can progress to higher bands and achieve esteemed positions such as Principal Engineer or Vice President of Software. These roles not only allow you to inspire and innovate but also bring a sense of pride and accomplishment in reaching the pinnacle of your career in the software industry. Who You Are: You are experienced and proficient in ServiceNow ITOM implementations, having a growth mindset to drive personal and professional development. Customer success is a priority for you, and you work inclusively with others. Key technical and professional experience required includes a minimum of 7 years in ServiceNow ITOM, expertise in Discovery, Service Mapping, Event Management, proficiency in JavaScript, Jelly scripting, and API integrations, among others. Preferred experience includes knowledge of AIOps, ML-based analytics, familiarity with cloud environments, and involvement in Agile or DevOps environments. At Kyndryl, we value diversity in all its forms and provide a workplace where everyone can bring their whole selves to work. Our dedication to inclusivity ensures a supportive and equitable culture for all employees. As a graduate or intern at Kyndryl, you will have the opportunity to kickstart your career, contribute to the business, access learning opportunities, collaborate with global teams, and engage in community activities. The dynamic and expert-filled atmosphere at Kyndryl offers an excellent environment for your professional growth.,

Job Description: We are hiring an experienced ITIL Process Analyst / Support Professional with hands-on knowledge of ITIL practices. The ideal candidate will ensure proper IT service delivery, manage incidents, problems, and changes effectively, and contribute to service improvement initiatives. Roles & Responsibilities: Implement and manage ITIL-based processes: Incident, Problem, Change, and Service Request Management Monitor, log, and resolve service tickets using ITSM tools Conduct root cause analysis and ensure timely resolution of recurring incidents Participate in change advisory board (CAB) meetings and assist with change evaluations Ensure SLA adherence, generate performance reports, and suggest service improvements Coordinate with technical teams, business users, and vendors for issue resolution Maintain documentation of ITIL processes, SOPs, and work instructions Drive process compliance and continuous improvement initiatives Requirements: Graduate in Computer Science, IT, or related field 26 years of experience in ITIL-based support or service management roles ITIL v3 or ITIL 4 Foundation Certification is mandatory Experience with ITSM tools like ServiceNow , BMC Remedy , or similar Strong understanding of incident, change, and problem management lifecycle Good communication and coordination skills Ability to work in a fast-paced, 24/7 support environment To Apply: Please Walk-in Directly (Monday to Saturday, 9 AM to 6 PM) Free Job Placement Assistance White Horse Manpower Get placed in Fortune 500 companies. Address: #12, Office 156, 3rd Floor, Jumma Masjid Golden Complex, Jumma Masjid Road, Bangalore 560051 Contact Numbers: 9036525353 - 9620333533

Shift Timings: 24*7 Rotational Shifts About Us (Ensono) Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize todays systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago. We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications whether its public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning. Job Summary The Senior IT Process Analyst oversees, and advances change management processes, ensuring compliance, effective stakeholder collaboration, and continual process improvement. This role leads key meetings, delivers training, manages documentation, and provides expert guidance to drive operational excellence in IT Service Management. Duties and Responsibilities Perform comprehensive evaluations of Requests for Change (RFCs), ensuring strict adherence to established change enablement frameworks and best practices. Oversee the maintenance and continual improvement of change records within ServiceNow and provide expert support for related IT Service Management (ITSM) modules. Lead cross-functional collaboration with stakeholders, facilitating effective communication, gathering comprehensive input, and aligning implementation strategies for IT changes. Lead Change Advisory Board (CAB) and Post-Implementation Review (PIR) meetings, fostering executive visibility and robust accountability. Design and implement training programs to elevate change management maturity across teams and stakeholders. Develop, manage, and maintain knowledge base articles, process documentation, and policy materials to support consistent change practices. Conduct comprehensive internal and external audits, ensuring ongoing compliance and continuous process improvement. Facilitate client engagement during onboarding and go-live phases to ensure change processes are clearly aligned and adopted. Create and present executive dashboards and reports that highlight key trends, risks, KPIs, and opportunities for service improvement. Act as a subject matter expert and mentor to associates, fostering knowledge transfer and professional growth within the team. Lead major projects and process enhancements, supporting organizational change initiatives and business transformation. Conduct thorough analyses of change failures and implement root cause remediation strategies to enhance overall change success rates. Qualification and Skills: Required Bachelor's Degree and 6 to 10 years of relevant work experience ITIL 4/V3 Certified. Intermediate ITIL Certifications preferred. ServiceNow, and ITIL process governance. Strong leadership and stakeholder management skills. Proven experience in driving process improvement and audit compliance.

Mandate skills: ITIL Certification (V4) and Green Belt Certification . Experience : 8 + yrs Location: Bangalore (WFO) Should be able to -- Identify projects as per business needs and draft appropriate business case, problem statement and goal statement Drive GB projects and mentor GB team members for execution and completion of project Forecast benefits of GB projects in terms of HDS/SDS/CSAT, track the same thought the execution of project as well as post that and present the benefits as part of Control phase and closure of the project Understand the requirement of the standard Define processes as per standard requirement Define audit checklist Train resources on auditing as per audit checklist Identify gaps in implementation and device fixing of gaps Should be able to Identify new measurement parameters for processes to measure and improve on process performance Review with internal and external customers on data behavior and patterns Analyze audit reports and drive enhancements in process to make process fool-proof Review internal/external escalation to redefine audit control points Enhance on audit process to drive process compliance Conceptualize on new processes as per business requirement Conduct FMEA on process to ensure that control points are built in the process Enhance processes by make it more lean

Title - Senior Lead - Operations Excellence Experience - 5+ years Location - Bangalore Work Mode - Work from Office ( 5 Days ) Skills - ITIL V4 and Lean Six Sigma Green Belt Certified Should be able to Identify projects as per business needs and draft problem statement and goal statement drive GB projects and mentor GB team members for execution and completion of project forecast benefits of GB projects in terms of HDS/SDS/CSAT, track the same thought the execution of project as well as post that and present the benefits as part of Control phase and closure of the project understand the requirement of the standard define processes as per standard requirement define audit checklist train resources on auditing as per audit checklist identify gaps in implementation and device fixing of gaps Should be able to identify new measurement parameters for processes to measure and improve on process performance review with internal and external customers on data behavior and patterns analyze audit reports and drive enhancements in process to make process fool-proof review internal/external escalation to redefine audit control points enhance on audit process to drive process compliance conceptualize on new processes as per business requirement conduct FMEA on process to ensure that control points are built in the process enhance processes by make it more lean

Implement and manage ITIL-based processes for IT service delivery Handle Incident, Change, and Problem Management activities Coordinate with cross-functional technical teams to ensure service Analyze recurring issues and drive root cause analysis Required Candidate profile Assist in maintaining the ITSM platform (e.g., ServiceNow, BMC Remedy) Prepare reports and dashboards on SLA adherence Identify areas of improvement in IT processes Support audits and compliance Perks and benefits Perks and Benefits

Company Overview: Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI analytics, and insights powered by our proprietary FPRONE platform. By understanding our client's needs and fully aligning with their goals, we help clients reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful AI insights, data science and advanced analytics combined with deep industry expertise to deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com . Role Overview We are seeking a highly motivated Product Support Specialist to join our growing team. This frontline support role is responsible for assisting merchant users as they navigate through the chargeback management process and utilize our proprietary platform. You will provide direct support to clients by helping them understand portal workflows, assisting with navigation issues, resolving general platform queries, and ensuring a smooth, efficient user experience. Strong communication skills, quick learning ability, adaptability, and a client-first attitude are critical for success in this role. This is an exciting opportunity for individuals who are passionate about client service, product support, and becoming an expert in the chargeback management journey. Key Responsibilities Assist merchant users in navigating the chargeback process through our platform. Provide Tier 1 frontline support through tickets, emails, chats, and calls for product and navigation-related inquiries. Help clients resolve challenges related to portal functionality, workflow navigation, and usage best practices. Triage incoming tickets and categorize them appropriately (Product, Operations, IT-related). Escalate more complex technical issues to internal teams following standard escalation workflows. Maintain accurate and thorough documentation of client interactions and resolutions. Continuously stay updated on platform enhancements, new features, and process changes. Update and contribute to internal knowledge base resources based on new learnings. Manage escalations and pressure situations professionally, ensuring irate or concerned clients are handled empathetically and effectively. Meet and exceed SLAs, KPIs, and CSAT targets. Key Result Areas (KRAs) Efficient and accurate support for portal navigation and platform functionality. First-level resolution of client queries related to chargeback workflows. Timely escalation of complex issues to relevant teams. High client satisfaction through effective communication and support delivery. Qualifications & Requirements Bachelor's degree in any discipline. 4-8 years of experience in customer support, product support, client services, and/or helpdesk roles (preferably supporting a technology platform). Excellent verbal and written communication skills, with strong ability to understand and assist US-based clients. Ability to quickly grasp platform workflows and explain them clearly to users. Familiarity with ticketing systems and escalation workflows. Strong attention to detail, multitasking skills, and client empathy. Ability to handle pressure situations and escalations calmly and professionally. Comfortable working US daytime hours and weekends, as required. Preferred Skills Prior experience supporting clients using technology or workflow platforms. Familiarity with chargebacks, payment disputes, or merchant-facing financial technology. Experience working in fast-paced support environments focused on customer success. ITIL 4 Certification, preferably with Foundation level completed.

Position Summary: As an Incident Manager in the Cloud Infrastructure Engineering organization in Bangalore , your mission within the Service Management team will be to ensure that impacted services are restored to their operational state quicklymanaging risk and ongoing business impact. You will coordinate incident response, keep the focus on resolution, and defer deep root cause analysis until after the business impact has been mitigated. You'll also conduct analysis of historical incidents to identify patterns and actionable insights. This includes leading discussions across stakeholders, driving improvement plans, and effectively communicating findings to senior management. Since incidents are unpredictable, this role requires a flexible schedule, including availability during nights, weekends, and holidays. To succeed, you should have a broad and deep understanding of enterprise infrastructure and be confident in leading discussions on technical dependencies. Key Responsibilities: Lead efforts to resolve major incidents in a timely and effective manner. Communicate transparently and honestly with all stakeholders. Manage expectations to ensure the focus remains on resolving business impactsavoiding deflection or finger-pointing. Foster collaboration and strong team spirit among all parties involved in incident resolution. Maintain visibility into the business impact and paths to resolution throughout an incident's lifecycle. Capture and drive the implementation of incident-based lessons learned. Own, maintain, and improve incident-related policies, processes, and procedures. Ensure incident details are accurate and fully documented across reports, tickets, and system status dashboards. Perform additional duties and lead projects as assigned. Education, Experience & Skills Required Bachelor's degree or equivalent experience. 5+ years of relevant experience in a SaaS or hosted application service provider environment. 3+ years of Incident/Problem Management experience. ITIL v4 (or above) certification. Strong understanding of IT technologies including compute, storage, networking, databases, and virtualization. Solid technical knowledge bridging applications and infrastructure. Experience in managing complex technical environments with demonstrated leadership in dynamic situations. Strong analytical and project management skills. Experience initiating continuous improvement efforts. Strong organizational skills with the ability to multitask effectively. Experience facilitating technical incident reviews and encouraging collaborative problem-solving. Ability to craft business-appropriate communications for affected stakeholders. Technically literate with the ability to translate issues for both engineering and executive audiences. Strong crisis management skills: able to prioritize, manage multiple threads, assess current state, and drive towards resolution. Proficient in Excel, Power BI, or similar tools for incident trend analysis and reporting. Deep understanding of IT operations, software development models, and SaaS architecture. Behaviors & Abilities Maintain composure under pressure. Handle competing priorities in a high-stakes environment. Adjust availability based on business needs. Challenge technical experts and ask insightful, resolution-focused questions. Demonstrate ownership, initiative, and customer-centric thinking. Be a strong team player who builds trust and cross-functional relationships. Apply strong business acumen and strive for customer satisfaction. Stay analytical and detail-oriented in a fast-paced environment. Be proactive in decision-making and task prioritization. Take full ownership of tasks and deliverables from start to finish. Work collaboratively and bring a positive, energetic attitude to the team.

Role & responsibilities: Responsibility for the cyber security incident response process Technical and organizational responsibility for the process Weekly and monthly reporting of incidents Management of escalations to the Director IT Services and CIO Analyze cyber security incidents, especially in the area of MS Defender and CrowdStrike Establishment and further development of the cyber security unit together with Director IT Services Provide technical support and guidance to users and IT staff. Preferred candidate profile: 5 years of professional experience in the field of cyber security Experience in the field of Microsoft technologies and infrastructure Experience in the area of incident management for the section of cyber security Excellent troubleshooting skills and ability to grasp issues quickly, even in stressful situations High process affinity for cyber security Interest in building a Cyber Security Operations” unit Affinity and assertiveness in the field of matrix organizations High affinity for the area of IT governance Working according to the ITIL V4 and ISO27000 standard. Prioritization and time management: Realistic goals and deadlines, delegating tasks where necessary and making decisions about the use of time and resources. Very good English language skills (written and spoken). Analytical, systematic, and conceptual way of working and thinking. Excellent communication skills combined with a strong team spirit. Achiever and leadership attitude. Proactive, performance, service, and result oriented. Able to work under pressure, structured, flexible, team player, reliable. Ability to quickly grasp and apply new technological advancements, as the candidate could be sent to global headquarters for implementation of cyber security.

At least 5+ years of ServiceNow ITSM, custom app development experience, configuring, and implementing ServiceNow ITSM modules, Portal, front-end. Hands-on developer experience in ITSM, Scoped Application design, Workflow or Flow Designer, Std. Asset Management, Integration Hub, B2B integrations. Deep understanding of REST, WSDL, JSON and ability to integrate with other third-party applications, data sources. Develop & manage application code, user interfaces, and integration components. Create and maintain necessary development documentation-project plan, technical design, developer notes, user manual etc. Manages data with Tables, CMDB, Import Sets, and Update Sets. Creates Workflow activities and approvals, Incident Form, Service Catalog / Service Requests, Approval flows, Service Portal Pages, Widgets, UI Macros - Complex catalog development. Expertise in configuring UI Actions/UI Policy/ ACL/Client Scripts, Business Rules, Inbound Actions. Macros etc. CSS based UX/UI design & development, using Angular based Client-side & Server-side scripts, JavaScript, AJAX, HTML, CSS, JSON Web technologies. Configure Performance Analytics, Reporting & Dashboards. Mandatory Credentials / Knowledge: ServiceNow CIS-ITSM, CSA, CAD or any other mainline certification NOW Platform Development & Administration ITIL v4 Certified