Service Management Specialist

Job Description

Job Summary/Objective Coordinates the operational execution of technology processes in accordance with the Service Management Model, and with a focus on core functions such as Incident Management, Problem Management, Change Management, Service Level Management, and Continual Service Improvement. Key Responsibilities & Duties (essential to the job) Key Responsibilities Major Incident Management Own and drive the end-to-end resolution of Major Incidents (P1/P2) across business-critical services. Act as a central point of contact and coordination during major incidents, leading both technical and functional teams. Lead Bridge Calls/War Rooms to ensure active participation and timely escalation to appropriate teams, vendors, or third parties. Ensure effective and timely communication with internal stakeholders, including senior leadership. Document incident timelines, impacts, recovery steps, and publish Major Incident Reports (MIR) or Post-Incident Reports (PIR). Continuously review and improve the Major Incident Management process, SLAs, and KPIs. Ensure accurate logging, categorization, prioritization, and updates of incidents in the ITSM tool. Track and report on major incident trends, patterns, and improvements. Problem Management Own and manage the Problem Management process in alignment with ITIL best practices. Proactively identify potential problems by analyzing incident trends, major incident records, and alerts. Conduct Root Cause Analysis (RCA) for high-impact and recurring incidents. Manage the lifecycle of all problems — from logging and investigation to resolution and closure. Create and maintain Known Error Records and Workarounds in the Knowledge Base. Collaborate with cross-functional technical teams to implement permanent fixes and service improvements. Ensure accurate documentation of problems and known errors in ITSM tools (e.g., ServiceNow, Samanage, BMC Remedy). Produce and distribute problem reports, dashboards, and metrics to support service improvement and decision-making. Collaborate with Major Incident Management to ensure RCA and corrective actions are implemented. IT Service Management (ITSM) and Process Governance Define and implement ITSM processes, standards, and methodologies across business lines. Identify and document integration points with other ITSM processes. Facilitate resolution of incidents and problems while providing visibility to leadership for prioritization. Partner with stakeholders to ensure ITIL-aligned processes are understood, followed, and continuously improved. Conduct periodic trainings and awareness sessions related to ITSM best practices. Maintain daily ownership and resolution of Service Management issues. Monitor and analyze service performance against SLAs; define and improve related metrics and KPIs. Support process performance reviews with stakeholders and lead initiatives for continuous improvement. Prepare and deliver reports on incident metrics, RCA outcomes, service requests, and SLA compliance. Perform ITSM audits and communicate findings to stakeholders. Lead and drive ITSM-related projects and initiatives to enhance service quality and process maturity. Education A bachelor’s degree from an accredited college or university is required, with a focus in computer science or related discipline. In the absence of a degree, equivalent work experience directly related to the key responsibilities of the role will be considered as a substitute for the degree. Experience, Skills and Key Competencies At least 6 years of general technology experience, and 5+ years of Information Technology Service Management. Must hold good knowledge on tools and methodologies used for the adoption and governance of standardized and best practices in executing technology operations/services. Must also be able to demonstrate the following skills and abilities: Strong verbal and written communication skills, with the ability to effectively tailor communications to a specific audience or call to action. Can apply principles of analytical thinking to define problems, collect data, establish facts, draw valid conclusions, consider options, and recommend solutions based on all considerations. Strong interpersonal skills, and able to develop collaborative working relationships across all stakeholders. Comfortable working both independently and in a diverse team setting. Must-Have Skills These are essential for the candidate to perform the job effectively. ITIL v4 Foundation Certification (or higher) Strong communication and stakeholder management skills (especially under pressure) Experience managing Major Incidents (P1/P2) in a fast-paced environment Root Cause Analysis (RCA) using structured techniques (e.g., 5 Whys, Fishbone) Hands-on experience with ITSM tools (e.g., Jira Service Management; Samanage) Experience in Problem Management lifecycle — proactive and reactive Ability to lead bridge calls and coordinate across multiple teams Strong documentation skills (Post-Incident Reports, Problem Records, Known Errors) Previous experience in a global or 24x7 support environment Nice-to-Have Skills These give the candidate an edge or help them scale quickly in the role. Knowledge of Change and Release Management Experience with monitoring and alerting tools (e.g., Splunk, Dynatrace, SolarWinds) Familiarity with automation in incident/problem workflows Exposure to cloud environments (AWS, Azure, or hybrid) Experience in DevOps/Agile environments Special Position Requirements Must be able to read, write, understand, and fluently speak in the English language. Must be flexible and can work different shift hours as business needs require Perks and Benefits: Competitive salary and benefits Group Medical Insurance ICICI Bank Multi Wallet Collaborative workspace Flexible working hours Hybrid working model What Makes Working at OEC Awesome? We have a new OEC Technology Centre of Excellence in Chennai, India! Our team is beyond thrilled to work with the new office, but we’re even more excited for the innovation and creativity that this living space will certainly inspire! We believe in surrounding ourselves with not only the best and the brightest individuals, but those that are unique and purpose-driven in all that they do. OEC India has been selected as one of the ‘Top 25 Safest Workplaces in India’ by KelpHR. OEC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information or characteristics, marital status, familial status, veteran or military status, status regarding public assistance, membership or activity in a local commission, or any other protected status in accordance with applicable federal, state and local law Show more Show less