Sr.Customer Ops Specialist||5+ Years(Change or incident management)

5 - 10 years

14 - 22 Lacs

Posted:16 hours ago| Platform: Naukri logo

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Work Mode

Hybrid

Job Type

Full Time

Job Description

Job Title:

LOcation-Delhi NCR

Shift--Rotational Shift.

Application Instructions

please select any two skills from the list above

Role Summary:

Key Skills (Choose Any Two)

select a combination of two skills

1. Incident & Request Management (Mandatory-

  • Coordinate incident handling across territories, products, or technologies
  • Oversee multiteam collaboration for resolution
  • Monitor incident progress against SLAs
  • Provide organisation-wide visibility of incident status
  • Conduct reviews to improve processes

2. Problem Management(Mandatory-

  • Register and categorise problems accurately
  • Coordinate root cause analysis and corrective actions
  • Maintain problem models and known error records
  • Manage formal problem closure
  • Present updates in Service Governance calls

3. Change Management(Mandatory-

  • Process and verify change requests
  • Assign changes for assessment and authorisation
  • Communicate change decisions to stakeholders
  • Monitor build, test, and deployment activities
  • Maintain and publish the change schedule

4. Configuration Management(Mandatory-

  • Coordinate configuration activities across teams
  • Maintain accurate CMDB records
  • Monitor data integrity and relationships
  • Conduct audits and implement improvements
  • Train staff on CMDB tools and practices

5. Service Level Management

  • Coordinate SLA activities across teams
  • Maintain accurate SLA documentation
  • Monitor performance against SLAs
  • Conduct SLA reviews and enhancements
  • Train teams on SLA tools and practices

6. Knowledge Management(Mandatory-

  • Ensure content accuracy and accessibility
  • Promote organisational KM strategy
  • Capture, publish, and improve knowledge
  • Enhance KM tools and features
  • Provide training to embed knowledge-sharing culture

7. Continual Improvement

  • Define improvement strategies aligned to goals
  • Analyse processes and prioritise initiatives
  • Establish metrics to track progress
  • Train staff in Lean, Six Sigma, etc.
  • Foster a culture of innovation

8. Quality Management(Mandatory-

  • Conduct regular quality audits
  • Provide training to enhance service quality
  • Collaborate across ITSM functions
  • Monitor SLA compliance
  • Address root causes of incidents/problems

9. ServiceNow Configuration

  • Define and maintain ServiceNow configuration strategy
  • Analyse requirements and prioritise workstreams
  • Track performance and stability metrics
  • Train staff on ServiceNow standards
  • Promote continual improvement in ServiceNow usage

10. Onboarding

  • Define structured onboarding processes
  • Coordinate service readiness activities
  • Monitor onboarding progress
  • Train teams on onboarding tools
  • Improve onboarding practices via feedback

11. Major Incident Management(Mandatory-

  • Validate priority of major incidents
  • Coordinate resolution via bridge calls
  • Communicate progress to stakeholders
  • Lead post-incident reviews
  • Produce and distribute major incident reports

12. Risk Management

  • Document and publish Risk Management process
  • Regularly review and update risks
  • Validate risk classification (impact & likelihood)
  • Report risks requiring escalation
  • Share updates in Service Governance calls

  • ITIL Foundation certification and additional IT or project management qualifications are desirable

Application Instructions

please select any two skills from the list above

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