Service Management

The primary responsibility of this role is to effectively manage incidents, changes, and problems to ensure minimal impact on business operations. This includes promptly resolving incidents, prioritizing and tracking them until resolution is achieved. Additionally, overseeing the change management process to assess risks, document changes, and communicate them to stakeholders is crucial for smooth implementation. Identifying recurring incidents and analyzing root causes to develop preventive solutions is a key aspect of problem management. Collaborating with IT teams, vendors, and stakeholders is essential for effective service delivery and continuous improvement. Generating reports on incidents, changes, and problems to gain insights into service performance and areas for enhancement is also part of the role. Maintaining up-to-date documentation of processes, procedures, and knowledge base articles related to service management is necessary. Providing training and support to team members and stakeholders on service management processes and tools is an integral part of this position. The ideal candidate should possess proven experience in incident, change, and problem management within an IT service management (ITSM) environment. An ITIL Foundation or higher certification is strongly preferred. Strong analytical skills are required to effectively analyze incidents and identify underlying issues. Excellent verbal and written communication skills are essential for collaboration and reporting. Familiarity with ITSM tools such as ServiceNow, JIRA, or Remedy is necessary for managing incidents, changes, and problems. Attention to detail for documenting processes and maintaining accurate records, as well as the ability to work collaboratively within a team and across departments, are also important skills for this role.,