Enterprise IT Service Management Expert

2 weeks ago

Chennai, Tamil Nadu, India beBeeServiceManagement Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Role

As a IT Service Management Engineer, you will be part of the Infrastructure and Operations team to drive transformation in our SaaS-first organization.

  • Establish and enhance IT Service Management best practices for enterprise-scale SaaS products.
  • Act as a bridge between IT operations, service delivery, and business stakeholders, aligning with ITIL standards.

Key Responsibilities:

  • Design, implement, and continuously improve ITSM processes and best practices (Incident, Problem, Change, Release, Service Request, Configuration, and Knowledge Management).
  • Ensure alignment of IT Services with ITIL 4/ITSM industry standards.
  • Manage tool usage according to established processes and business needs.
  • Develop SLAs, OLAs, and KPIs, track, and report across services.
  • Collaborate with business, IT operations, and support teams to enhance customer experience.
  • Conduct workshops and training sessions on ITSM processes and tools.
  • Lead incident resolution and root cause analysis (RCA) efforts.
  • Drive post-incident reviews and preventive measures.
  • Implement structured problem management to reduce recurring issues.
  • Ensure smooth execution of change and release processes, working closely with product engineering and DevOps teams.

Requirements:

  • Bachelor's degree in Computer Science or a related field.
  • 8-10 years of experience as an ITSM engineer with a strong foundational understanding of ITIL framework and ITSM best practices.
  • Experience working with at least one combination of Service Management practices (e.g., Incident, Service Request, Problem Management).
  • Understanding of public and private cloud platforms.
  • Hands-on experience with Atlassian products (JIRA, Confluence).
  • Excellent analytical, problem-solving skills, and communication skills.
  • Curiosity to learn and ability to adapt quickly.

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