Service Management Specialist

2 weeks ago

Mumbai, Maharashtra, India beBeeService Full time ₹ 8,00,000 - ₹ 12,00,000

Job Summary:

We are seeking a highly skilled Service Management Engineer to join our team. As a key member of our IT infrastructure, you will be responsible for providing level 2/level 3 support for service management in a mission-critical environment.

About the Role:

  • Ensure compliance with relevant industry regulations and standards by conducting regular audits and implementing corrective actions as needed.
  • Operate under ITIL processes to manage incidents, changes, problems, and knowledge, ensuring seamless service delivery to our customers.
  • Troubleshoot complex incidents, manage approved changes, and participate in disaster recovery/business continuity planning drills to ensure minimal disruption to our services.
  • Conduct root cause analysis for recurring issues and implement permanent fixes, resulting in improved system performance and reliability.
  • Optimize system performance and reliability by tuning configurations and scheduling jobs, ensuring our services meet the highest standards of quality and efficiency.
  • Coordinate vendor technical assistance cases, firmware/patch planning, and validate post-change health to ensure seamless integration with our systems.
  • Maintain strong documentation, runbook hygiene, and clear communication with stakeholders to ensure effective collaboration and knowledge sharing.
  • Develop an ownership mindset with readiness for 24/7 support and on-call rotation, demonstrating your commitment to delivering exceptional service to our customers.

Requirements:

  • Minimum 3+ years of experience in service management (level 2), 8+ years (level 3) in a similar role.
  • Proficiency in ServiceNow/BMC and other relevant tools, with a proven track record of using them to drive business outcomes.
  • Excellent problem-solving and analytical skills, with the ability to think critically and develop innovative solutions.
  • Strong communication and teamwork abilities, with the ability to collaborate effectively with cross-functional teams and stakeholders.

What We Offer:

A competitive salary and benefits package, as well as opportunities for professional growth and development in a dynamic and supportive work environment.

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