Lead- ITSM

Job Description

Experience Required: 4+ years in Cybersecurity, with 2+years hands-on Imperva DAM Reports To: Security Operations Lead / SOC Manager Job Summary: We are seeking an experienced ITSM and CIS Benchmarking Specialist to drive service management excellence and ensure systems are hardened according to industry best practices. The ideal candidate will have deep knowledge of ITIL-based ITSM practices and hands-on experience applying CIS Benchmarks for endpoint and server security compliance. Key Responsibilities: ITSM: Oversee the implementation and continuous improvement of ITSM processes aligned with ITIL framework (e.g., Incident, Change, Problem, Asset, and Configuration Management). Ensure accurate and timely incident/ticket management via ITSM tools (e.g., ServiceNow, BMC Remedy, Fresh service). Develop ITSM dashboards and reports to track SLAs, service availability, and operational KPIs. Collaborate with technical and business teams to streamline service workflows and automate manual tasks. Provide training and guidance on ITSM processes across teams. CIS Benchmarking: Perform security baseline assessments of servers, endpoints, and cloud environments using CIS Benchmarks. Coordinate with IT infrastructure and application teams to implement and validate CIS hardening steps. Use tools such as CIS-CAT Pro, SCAP, Tenable, or Qualys for benchmark scanning and reporting. Maintain a central repository of system configurations, benchmark reports, and deviation justifications. Support internal and external audits by providing CIS compliance evidence and remediation plans. Required Skills and Qualifications: 2+ years of experience in implementing and managing ITSM processes and tools. 2+ years of experience applying CIS Benchmarks across Windows, Linux, databases, or cloud platforms. Strong understanding of ITIL v3 or v4, with certification preferred. Familiarity with endpoint/server hardening, system configuration management, and patching. Experience using configuration and compliance management tools (e.g., Ansible, Chef, SCCM, GPO). Ability to document policies, procedures, and control deviations. Preferred Qualifications: ITIL Foundation or Practitioner certification. Experience in audit/compliance functions, particularly in regulated industries (BFSI, healthcare, government). Familiarity with ISO 27001, NIST 800-53, or other security frameworks. Education Requirements : BE, B.Tech in IT/CS/ECE, BCA, BSc CS and MCA Certification : Any ITSM Certification/CEH