Service Management (Change, Incident, Problem, CMDB)

As an experienced Service Management professional located in Pune, you will play a crucial role in the organization by utilizing your 5-10 years of experience in Service Management (Change, Incident, Problem, CMDB). Your responsibilities will revolve around your knowledge and experience of Service Management/Operation processes and ITIL framework. Additionally, you should possess a basic understanding of Infrastructure Lifecycle and Environments, along with exceptional verbal and written communication skills. Your ability to interact and influence at all levels of the organization/project will be key, coupled with your knowledge of Planning & Forecasting. ITIL foundation and ITIL intermediate- Service Design (SD) Planning are prerequisites, as well as extensive knowledge and experience of ITSM Capacity Management process. Key Responsibilities: - Accountabilities in Incident management including monitoring, reporting, and analyzing the quality of problem handling - Escalating exceptions, proposing mitigations and improvements - Facilitating process improvement plans and providing feedback on results - Managing Problems from start to end for one or more customers - Assigning Problem related work to involved Technical teams - Monitoring compliancy of agreements on individual problems and acting as operational SPOC SME for Problem Management - Maintaining and supporting customer process implementation - Providing SLA comment voice over on SLA data Qualification Required: - 5-10 years of experience in Service Management (Change, Incident, Problem, CMDB) - Knowledge of ITIL framework and IT technical competence - Basic knowledge of Infrastructure Lifecycle and Environments - Excellent verbal and written communication capabilities - ITIL foundation and ITIL intermediate- Service Design (SD) Planning,