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

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