Sr. Major Incident Management Engineer - ROPS

Job Title: ITSM Service Manager

Location: Chennai, TN.

Employment Type: Full-Time / Contract

About the Role

The ITSM Service Manager is primarily responsible for the strategic design, implementation, and continual improvement of IT Service Management (ITSM) processes across the enterprise. Acting as the champion of ITIL best practices, this role ensures IT services meet agreed-upon Service Level Agreements (SLAs), governs the ITSM platform (e.g., ServiceNow), and drives a culture of high-quality, customer-centric IT support.

As an additional core responsibility, this role provides operational oversight to the Network Operations Center (NOC). By integrating ITSM governance directly with NOC operations, the manager will ensure that event monitoring, alert tuning, and Tier 1/2 escalation workflows perfectly align with the organization's broader Incident, Problem, and Change Management frameworks.

Key Responsibilities

1. ITSM Process Governance & Strategy (Primary)

Process Ownership: Serve as the enterprise process owner for Incident, Problem, Change, Release, Request, and Knowledge Management.

Continual Service Improvement (CSI): Analyze existing IT workflows, identify bottlenecks, and implement data-driven process improvements.

Platform Optimization: Partner with ITSM developers to ensure the platform (e.g., ServiceNow) is optimized, automated, and accurately reflects process requirements.

Service Catalog & CMDB: Maintain the IT Service Catalog and oversee Configuration Management Database (CMDB) accuracy, ensuring CI dependencies are mapped for accurate impact analysis.

2. Major Incident, Problem & Change Leadership (Primary)

Major Incident Commander: Act as the ultimate escalation point for Severity 1/2 incidents. Coordinate cross-functional technical teams (including the NOC) to restore services rapidly, managing war rooms and executive communications.

Root Cause Analysis (RCA): Drive the Problem Management lifecycle by ensuring post-incident reviews (PIRs) are completed and permanent fixes are tracked and implemented.

Change Advisory Board (CAB): Chair the CAB, rigorously evaluating the risk, impact, and operational readiness of all proposed infrastructure and application changes.

3. Service Level & Performance Management (Primary)

SLA/OLA Management: Negotiate and enforce Service Level Agreements (SLAs) with business units and Operational Level Agreements (OLAs) between support tiers.

Metrics & Dashboards: Design and publish executive reporting on ITSM and IT operations KPIs (e.g., Mean Time to Resolve [MTTR], First Contact Resolution [FCR], Change Success Rate).

Vendor Governance: Monitor third-party managed service providers and software vendors to ensure compliance with contracted SLAs.

4. NOC Oversight & Event Management (Additional)

Operational Alignment: Oversee the NOC's daily operations to ensure monitoring, event detection, and initial triage strictly adhere to defined ITSM processes.

Alert-to-Incident Workflow: Guide the tuning of enterprise monitoring tools (e.g., SolarWinds, Datadog) to reduce alert noise and automate incident creation for actionable events.

Escalation Pathways: Develop and maintain runbooks, standard operating procedures (SOPs), and escalation matrices for the NOC to ensure seamless handoffs to Tier 3 engineering.

Team Guidance: Provide matrix leadership or direct oversight to NOC shift leads, ensuring 24/7 coverage maintains high standards of responsiveness and communication.

Qualifications & Experience

Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

Experience: 6 to 8+ years of progressive experience in IT Operations, with a minimum of 4 years dedicated to ITSM process ownership or service delivery. Includes at least 2 years of experience overseeing, interacting with, or managing a NOC/Command Center environment.

ITSM Expertise: Deep, hands-on experience managing enterprise ITSM platforms (ServiceNow strongly preferred; Cherwell, Jira Service Management, or BMC Helix accepted).

Monitoring Acumen: Familiarity with enterprise monitoring concepts and ITOM tools (e.g., Splunk, Datadog, SolarWinds, LogicMonitor) to effectively guide NOC event management.

Certifications

Required: ITIL v4 Foundation Certification.

Preferred: ITIL v4 Managing Professional (MP) or ITIL v4 Create, Deliver and Support.

Bonus: Basic networking or cloud certifications (e.g., AWS Cloud Practitioner, CompTIA Network+) to aid in NOC technical communication.

Core Competencies

Strategic & Process-Oriented: Exceptional ability to design theoretical frameworks and translate them into practical, daily habits for technical teams.

Crisis Management: Highly structured, calm, and authoritative when leading major incident war rooms.

Bridge-Builder: Skilled at bridging the gap between high-level business requirements (ITSM) and deeply technical, rapid-response execution (NOC).

Analytical Decision Making: Highly proficient in interpreting ITSM and monitoring data to justify process changes or infrastructure investments.