10 Itsm Frameworks Jobs

Role Overview: You will be responsible for Incident Management, Change Management, and Problem Management within IT Service Management (ITSM) frameworks like ITIL. Your role involves responding to and resolving incidents, evaluating proposed changes, and identifying root causes of recurring issues impacting IT services. Strong analytical, communication, and problem-solving skills are essential for success in these roles. You will work collaboratively across teams and manage stakeholders effectively. Key Responsibilities: - Respond to and resolve incidents reported by users or detected through monitoring tools within agreed-upon service levels. - Log, categorize, prioritize, and assign incidents appropriately. - Communicate effectively with users, stakeholders, and relevant teams to provide updates on incident resolution progress. - Diagnose and troubleshoot technical issues, coordinating with technical teams when necessary. - Ensure efficient and effective resolution of incidents, minimizing impact on business operations. - Identify and escalate major incidents as per defined procedures. - Contribute to the continuous improvement of incident management processes. - Evaluate and assess proposed changes to IT services, systems, or infrastructure to minimize disruption and risk. - Review change requests for completeness, feasibility, and compliance with policies and procedures. - Coordinate with stakeholders to assess the potential impact of changes on business operations. - Develop and document change plans, including testing, implementation, and back-out procedures. - Obtain necessary approvals for changes from the Change Advisory Board (CAB) or Change Management Committee (CMC). - Communicate change schedules, risks, and impacts to relevant stakeholders. - Oversee the implementation of approved changes, ensuring adherence to change plans and minimizing service disruptions. - Monitor and review implemented changes to verify their effectiveness and address any issues that arise. - Identify and investigate the root causes of recurring incidents or systemic issues impacting IT services. - Conduct thorough problem analysis, utilizing tools, data, and expertise to diagnose complex technical problems. - Collaborate with incident management and other teams to gather relevant information and insights. - Prioritize and categorize problems based on their impact and frequency. - Develop and implement solutions, workarounds, or preventative measures to address identified problems. - Facilitate problem resolution activities, coordinating with technical experts and stakeholders as needed. - Document known errors, known solutions, and workarounds in the known error database (KEDB). - Conduct trend analysis and reporting to identify patterns, emerging issues, and opportunities for improvement. - Drive continuous improvement initiatives to enhance the reliability and stability of IT services. Qualifications Required: - Minimum 7 years of experience in service management life cycle experience. - Strong understanding of ITSM frameworks and best practices. - Excellent analytical, communication, and problem-solving skills. - Ability to work collaboratively across teams and manage stakeholders effectively.,

As a liaison between the Infrastructure and Business Unit (BU) partners, your primary responsibility is to gather first-hand insights into application changes that may impact trade or data volumes and identify the necessary capacity requirements such as disk space and RAM. You will collaborate with Mark Stevenson and the team to ensure that quarterly management tasks are completed within the Service Level Agreement (SLA) without the need for reminders. Additionally, you will work with various towers to ensure that strategic and meaningful capacity planning is conducted and reported to Mark Stevenson on a quarterly basis. Your role will also involve templating, scripting, and eventually automating capacity reporting across all towers to minimize risks and allow for swift rollbacks when necessary. You will be responsible for downloading, testing, and documenting procedures, as well as ensuring that capacity tracking and reporting on Confluence sites are updated promptly. By analyzing capacity-related Significant Incidents (SINCs), you will identify trends and conduct deep dives to prevent future recurrences through improved alerting and capacity management practices. Collaborating with the Enterprise Monitoring team, you will assist in implementing BMC TrueSight Capacity Optimization (TCO) on all servers. Furthermore, you will conduct quarterly meetings with each tower to discuss trends, implement issue avoidance strategies, coordinate changes, and track progress in a centralized location for all towers. As a mentor to the Patch Manager and Change Management roles, you will play a key role in developing and maintaining a comprehensive Capacity, Patching, and Change management strategy aligned with IT Service Management (ITSM) frameworks and industry best practices. Your responsibilities will also include participating in the creation and update of Capacity, Patching, and Change management policies and procedures for all platform teams. You will attend and represent all distributed Platform teams" changes at the Major Events Advisory Board (MEAB) and oversee the role of several Change Managers in different regions. Your tasks will encompass Change Request Management, Risk Assessment, Change Scheduling and Coordination, Stakeholder Management, Change Implementation Oversight, Post-Implementation Review and Reporting, Continuous Improvement, Incident and Problem Management Interface, Compliance and Audit Support, Training and Knowledge Transfer, as well as Vendor and Third-Party Management. To be successful in this role, you must possess a Bachelor's degree in Computer Science, Information Technology, or a related field, along with a minimum of 10 years of experience in IT operations, with at least 5 years focusing on Capacity, Patching, and Change management. You should have a strong understanding of various IT environments such as infrastructure platform, network, middleware, monitoring, mainframe, and database systems. Proficiency in ITSM frameworks like ITIL and experience with ITSM tools such as ServiceNow and BMC Remedy are essential. Additionally, excellent project management, organizational, analytical, and problem-solving skills, as well as outstanding communication and interpersonal abilities, are required. Key Competencies for this role include strategic thinking and planning, risk assessment and management, stakeholder management, conflict resolution, decision-making under pressure, attention to detail, adaptability and flexibility, and a continuous improvement mindset. As a partner at Northern Trust, you are expected to actively manage and mitigate risks, act with integrity, adhere to risk management programs and policies, complete mandatory training, exercise diligence regarding cybersecurity, cooperate with internal control functions and regulatory bodies, and avoid conflicts of interest that could compromise the integrity of financial markets.,

As the ITSM Process Manager, your primary responsibility will be to design, implement, and continuously improve IT Service Management processes in alignment with ITIL best practices. You will play a crucial role in ensuring that all IT services are delivered efficiently, effectively, and in accordance with business objectives. Collaboration with cross-functional teams, management of process performance, and fostering a culture of service excellence will be key aspects of your role. Your key responsibilities will include: - Developing, implementing, and maintaining ITSM processes such as Incident, Problem, Change, Service Request, and Configuration Management. - Monitoring and analyzing the performance of ITSM processes to drive continuous improvement and alignment with business goals. - Ensuring that processes are well-documented, standardized, and effectively communicated across teams. - Identifying process gaps and inefficiencies and implementing solutions to address them. You will also be responsible for ensuring that ITSM processes comply with organizational policies, industry standards, and regulatory requirements. Developing and managing Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to measure and report on process effectiveness will be crucial for governance and compliance. Collaboration with IT and business teams to ensure alignment of IT services with business needs, serving as a key point of contact for process-related inquiries and escalations, and providing training and education to staff on ITSM processes and their roles in service delivery will be essential aspects of stakeholder management. Additionally, you will oversee ITSM tools such as ServiceNow to ensure they support process requirements effectively. Preparing and presenting regular process performance reports to management, utilizing data analytics to identify trends, predict issues, and inform decision-making will be part of your reporting and analysis responsibilities. To be successful in this role, you should possess a Bachelor's degree in Information Technology, Computer Science, or a related field along with at least 5 years of experience in IT Service Management or a related role. An ITIL Certification is mandatory, and advanced ITIL certifications or other ITSM-related certifications are preferred. Strong understanding of ITIL best practices and ITSM frameworks, excellent problem-solving and analytical skills, effective communication and stakeholder management abilities, as well as experience with process automation and optimization are key skills required. Preferred qualifications include experience in Agile or DevOps environments, knowledge of ISO 20000, COBIT, or other IT governance frameworks, and leadership or team management experience. This full-time role is based in Bangalore, Karnataka, with an ongoing unposting date.,

As a Site Reliability Engineering (SRE) Lead at our company based in Noida, UP, you will play a crucial role in ensuring the reliability, scalability, and performance of our critical systems and applications. With over 10 years of experience in IT Service Management, including at least 6 years in a leadership or managerial position, you will lead and mentor a team of SREs to deliver innovative and reliable solutions. Your responsibilities will include designing and implementing SRE practices such as incident management, monitoring, and automation. You will drive the adoption of DevOps methodologies, CI/CD pipelines, and automation tools to streamline operations. Managing and optimizing cloud infrastructure (AWS, Azure, GCP) and cloud-native applications will be a key part of your role, as well as implementing Infrastructure as Code (IaC) using tools like Terraform or Ansible. You will develop automation scripts using Python, Bash, or other scripting languages, oversee monitoring and observability platforms like Prometheus, Grafana, and Datadog, and ensure adherence to ITSM frameworks and best practices, particularly ITIL. Collaboration with cross-functional teams to enhance system stability, security, and performance will be essential, along with implementing security best practices in containerized environments using tools like Kubernetes and Docker. Your skills and qualifications should include expertise in SRE practices, DevOps methodologies, CI/CD pipelines, and automation tools. Proficiency in Kubernetes, Docker, and containerization concepts, as well as strong scripting skills in Python, Bash, or similar languages, will be required. Experience with monitoring, logging, and observability platforms, ITSM frameworks, and tools like ServiceNow, BMC Remedy, or Cherwell will be beneficial. Preferred qualifications include ITIL certification, experience managing large-scale distributed systems, familiarity with Agile methodologies and Scrum practices, knowledge of network security and compliance standards, and certifications in Azure, AWS, or GCP. Soft skills such as strong communication, leadership, problem-solving, and collaboration abilities are highly valued in this role. If you are a proactive individual with a focus on continuous improvement, join our team that values innovation, collaboration, and operational excellence. Please note that only shortlisted candidates will be contacted for further steps.,

As a key member of the CORE ERP SAP team at Signify in Bangalore, India, you will play a crucial role in ensuring operational excellence, service continuity, and ongoing service improvement across the SAP landscape. Reporting directly to the Service Owner, you will act as the functional and technical liaison between internal teams and the Application Support & Maintenance (ASM) partner. Your main focus will be on delivering high-quality, stable services while driving efficiency through automation, innovation, and the elimination of repetitive, low-value tasks. Your responsibilities will include owning and driving the day-to-day delivery of SAP services, ensuring alignment with SLAs and business expectations. You will lead the setup and refinement of ITSM processes such as incident, problem, change, and request management. Additionally, you will guide the ASM partner in following structured service delivery practices, drive operational excellence by identifying inefficiencies and implementing process improvements, and collaborate with various stakeholders to ensure service delivery aligns with strategic objectives and business priorities. Furthermore, you will be responsible for identifying and eliminating waste caused by repetitive manual activities through the introduction of automation tools, scripts, or workflow enhancements. You will work closely with the ASM partner and internal teams to embed automation in service operations wherever feasible and foster a culture of innovation to improve service reliability and speed. Additionally, you will track service metrics and trends to proactively identify and resolve underlying systemic issues, lead root cause analysis for major incidents, and implement preventive measures. To be successful in this role, you should have deep understanding of SAP ERP core modules and service delivery, with desirable exposure to SAP S/4HANA. You should also possess proven experience in managing service operations and vendor-led support models, strong knowledge of ITSM frameworks (e.g., ITIL), and demonstrated success in driving automation and process improvement in an enterprise IT environment. Excellent communication skills, stakeholder management skills, and an agile mindset are also essential for this role. With 6-10 years of experience in SAP service delivery, service management, or IT operations roles, you will also be responsible for cost optimization by executing service improvement plans. A hands-on experience or understanding of SAP HANA and an ITIL Foundation certification (or higher) are highly desirable qualifications for this position. At Signify, we believe in fostering a diverse and inclusive workplace that encourages creativity, innovation, and a full spectrum of bright ideas. With a global workforce representing 99 nationalities, we are dedicated to creating an inclusive environment where every voice is heard and valued. Join us at Signify, and together we can light the way towards a brighter future.,

Join our dynamic team as a skilled Telecom Network Operations Center (NOC) Engineer. In this critical role, you will be responsible for alarm monitoring, alarm analysis, operation and maintenance, and troubleshooting across multiple telecom nodes spanning 2G to 5G technologies, including RAN, Core CS, Core PS, IP, and IMS. Your primary focus will be ensuring high service availability and excellent customer experience through proactive network management and rapid incident resolution. Your responsibilities will include monitoring alarms and analyzing network events to identify and troubleshoot issues, performing operation and maintenance activities, troubleshooting hardware and software problems on Ericsson baseband equipment, managing and resolving network incidents to meet SLAs, utilizing alarm monitoring tools effectively, collaborating with field teams, following ITSM ticketing procedures, communicating with internal teams and vendors, conducting routine maintenance tasks, and contributing to the improvement of Standard Operating Procedures (SOPs). To excel in this role, you should bring strong telecom knowledge across 2G to 5G service flows, hands-on experience with Ericsson baseband hardware, expertise in NOC operations, familiarity with network monitoring tools, solid understanding of networking concepts and protocols, experience with ITSM frameworks, strong analytical and problem-solving skills, excellent communication and documentation abilities, and the ability to work in shifts including nights, US shifts, and weekends. Additionally, a proactive approach to identifying and resolving network incidents is crucial for maintaining service continuity and customer satisfaction. Qualifications required for this position include a minimum qualification of B.Tech and 2 to 8 years of relevant experience. Join us in this exciting opportunity to work with cutting-edge technologies and contribute to ensuring high service availability and customer satisfaction in the telecom industry.,

As an IT Service Management (ITSM) Manager, you will play a crucial role in defining and implementing strategies, frameworks, and processes to ensure the efficient and effective delivery of IT services within our organization. Your strong leadership skills, technical expertise in ITSM frameworks, and ability to drive transformational change and innovation will be key to your success in this role. Your responsibilities will include developing and executing strategies, policies, and procedures aligned with industry best practices such as the ITIL framework to optimize IT service delivery and support business objectives. You will lead and manage a team of professionals, overseeing tool configuration and ensuring alignment with organizational goals. Monitoring key performance indicators (KPIs), metrics, and benchmarks will be essential for assessing ITSM performance and driving continuous service improvement initiatives. Collaboration with IT leadership, stakeholders, and business units will be necessary to understand service requirements, prioritize initiatives, and align ITSM activities with business objectives. You will drive the adoption and compliance of processes across the organization, ensuring adherence to service level agreements (SLAs), operational standards, and regulatory requirements. Your role will also involve leading the implementation and optimization of ITSM tools such as ServiceNow to automate workflows, streamline processes, and enhance the end-user experience. Providing strategic guidance and recommendations to senior management on ITSM trends, technologies, and industry standards will be crucial for driving innovation, cost-effective solutions, and competitive advantage. Managing vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers supporting ITSM operations will also fall under your responsibilities. Additionally, you will develop and manage resource allocation and staffing plans to support current and future operational needs. Your ability to prepare and present reports, analyses, and recommendations to senior management and stakeholders on ITSM performance, projects, and initiatives will be essential. Leading best practices within the Managed Services, focusing on continuous training and development of operations teams, and contributing to the development of Governance Services IP will be part of your role. To be successful in this position, you should hold a Bachelor's degree in information technology, Computer Science, Business Administration, or a related field, with a Master's degree being preferred. You should have at least 8 years of experience in IT service management or related roles, with demonstrated leadership experience in defining and implementing ITSM strategies in complex organizational environments. Strong technical expertise in ITSM frameworks like ITIL and COBIT, as well as experience with ITSM tools and technologies, will be required. Excellent leadership, interpersonal, and communication skills, along with strong analytical and problem-solving abilities, will be crucial for success in this role. Having an ITIL Expert certification or higher-level ITIL certifications will be preferred. You should also have a proven track record of successfully leading ITSM programs, initiatives, and projects. Being well-versed in MS Office tools and the Internet, having good time management skills, and the ability to work under pressure while meeting deadlines are essential requirements for this role. You should be self-motivated, able to work independently with limited supervision, flexible on timings, and willing to work in an unstructured environment. Familiarity with the tools, concepts, and methodologies of quality management will also be beneficial for this position.,

As a skilled and visionary Technical Manager specializing in Backup & Disaster Recovery (DR), you will be responsible for leading and modernizing the global data protection strategy at Siemens Healthineers. Your role will be crucial in ensuring the safeguarding of Healthineers data assets against ransomware threats, enhancing cyber resiliency, and implementing cutting-edge DR solutions across cloud and on-premise environments. You will drive the unification and standardization of backup solutions company-wide, while also overseeing IT service operations such as incident, request, change, knowledge management, and problem management. Your key tasks and responsibilities will include: - Leading the design, implementation, and lifecycle management of a unified backup and DR platform across all Siemens Healthineers locations. - Evaluating and integrating emerging technologies and industry trends such as immutable backups, cloud-native DR, BaaS, and DRaaS. - Migrating disparate backup solutions to a single enterprise-grade solution, leveraging technologies like Commvault. - Designing and enforcing backup strategies that defend against ransomware and other advanced threats. - Implementing modern cyber-resilient features including immutable backups, air-gap protection, forensic clean rooms, and automated anomaly detection and alerting. - Defining and ensuring alignment with business continuity strategies, recovery point objectives (RPO), and recovery time objectives (RTO). - Automating and conducting regular DR drills and post-mortem analyses to validate recovery readiness. - Leading and managing ITSM processes including incident, request, change, and problem management across backup and DR services. - Ensuring high availability and SLA compliance for backup/DR operations through proactive monitoring and reporting. - Driving continuous improvement initiatives in service delivery aligned with ITIL best practices. - Overseeing the budgeting, cost tracking, and optimization of backup and DR services. - Supporting business case development for tool consolidation and infrastructure investment. - Leading a global or distributed team of engineers and specialists, developing staff through coaching, training, and performance management to foster a culture of accountability, innovation, and service excellence. Qualifications required for this role include: - Bachelor's degree in Computer Science, Information Systems, or related discipline (Master's preferred). - 12+ years of experience in IT infrastructure roles, with 4+ years in a technical management or leadership position. - Experience with on-premises and cloud-native backup and recovery technologies. - Experience with Disaster Recovery solutions for both cloud (e.g., Azure, AWS) and on-premise environments. - Strong background in protecting data against ransomware and enhancing cyber resiliency. - Solid understanding of ITSM frameworks, preferably ITIL v4 certified. - Experience in managing global backup/DR migrations and solution unification projects. In terms of technical skills, you will need: - Experience in managing and designing Commvault-based backup environments. - Experience with on-premises and cloud-native backup/DR and recovery tools such as Commvault, Cohesity, Azure Backup, VMWare Site Recovery Manager, and Azure Site Recovery. - Experience implementing immutable backups, anomaly detection, and recovery solutions to withstand ransomware attacks. - Practical knowledge of configuring logical/physical air-gap architectures and immutable storage. - Experience backing up VMs, physical servers, databases, and integrating with platforms like VMware, Hyper-V, and SAN/NAS. - Proven ability to design, implement, and test DR strategies for both on-premise and cloud infrastructures. - Knowledge of regulatory requirements (e.g., GDPR, HIPAA) and ensuring backup solutions meet compliance and audit standards. - Experience with enterprise ITSM platforms like ServiceNow. - Strong communication and stakeholder management skills across business and technical teams. Siemens Healthineers values individuals who dedicate their energy and passion to a greater cause. As part of our global team, you will have the opportunity to innovate for healthcare, building on our legacy of pioneering ideas. We encourage ownership of work to support personal and professional growth in a flexible and dynamic environment.,

You are invited to join our dynamic team as a skilled Telecom Network Operations Center (NOC) Engineer. Your role will involve alarm monitoring, analysis, operation, and maintenance of various telecom nodes including RAN, Core CS, Core PS, IP, and IMS. Working with cutting-edge technologies from 2G to 5G, you will ensure high service availability and exceptional customer experience through proactive network management and rapid incident resolution. Your responsibilities will include monitoring alarms and analyzing network events across multiple nodes, performing operation and maintenance tasks, troubleshooting hardware and software issues, managing network incidents to meet SLAs, utilizing alarm monitoring tools effectively, collaborating with field teams, following ITSM ticketing procedures, communicating with internal teams and vendors, conducting routine maintenance tasks, and contributing to the improvement of Standard Operating Procedures. To succeed in this role, you should bring strong telecom knowledge across various service flows and interfaces, hands-on experience with Ericsson baseband hardware, expertise in NOC operations, familiarity with network monitoring tools, understanding of networking concepts and protocols, experience with ITSM frameworks, analytical and problem-solving abilities, excellent communication skills, and the flexibility to work in shifts including nights and weekends. Required Qualifications: - Minimum Qualification: B.Tech - Experience: 2 to 8 years If you are looking for an exciting opportunity to work with advanced technologies and contribute to maintaining high service standards in the telecom industry, we encourage you to apply for this position.,

The Service Desk Strategy and Operations Lead is responsible for overseeing the strategic direction and operations of the service desk team. This role ensures the delivery of high-quality IT support services, aligns service desk activities with organizational goals, and drives continuous improvement initiatives. This is an individual contributor role , emphasizing technical expertise and project execution rather than direct staff management. Role Expectations Strategic Planning Develop, refine, and implement the service desk strategy aligned with Enterprise IT's vision. Define and standardize SLAs and KPIs for service desk operations. Lead transitions and expansions of service desk operations into new regions or incorporate new services. Governance & Controls Establish and maintain governance frameworks, controls, and standards for the service desk. Conduct internal audits and gap analyses, and document remediation actions. Operational Management Conduct regular service operations performance reviews with core leadership, regional IT leaders, and service desk teams. Provide consistent and accurate management reporting on IT service performance. Conduct regular assessments (CSAT, SWOT, Gap, Benchmarking) and share insights with stakeholders. Recommend and follow through on service improvements to optimize delivery and foster a continuous improvement culture. Oversee Service Desk Agent experience, including training, recognition, workload, and capacity management. Collaboration & Reporting Collaborate closely with regional service desk leaders to maintain high-level service performance. Generate and share reports, dashboards, and metrics with internal stakeholders. Act as a facilitator and relationship builder, working cross-functionally to identify improvement opportunities and solve service-related challenges. What We're Looking For Bachelor's degree in Computer Science, Information Technology, or relevant industry experience. 10+ years of diverse IT experience, particularly in IT end-user services or operations. 5+ years of proven experience in IT Service Management, business relationship management, vendor management, and full-service lifecycle oversight. Experience using service management platforms such as ServiceNow . Strong task management and prioritization skills, with a proactive mindset. Comprehensive understanding of business processes and the ability to align technical services accordingly. Ability to think critically and adapt systems and strategies as needed. Experience operating in large, geographically dispersed environments. Strong knowledge and experience with ITIL and ITSM frameworks (certification preferred). Proven ability to establish governance with effective processes, procedures, and policies. Information security working knowledge is a plus. Ability and willingness to learn and quickly master new concepts. Excellent verbal and written communication skills. Comfortable presenting to and engaging with stakeholders at all levels. Highly self-motivated and responsible.