Itsm Service Controller

6 days ago

Bengaluru, India Arm Full time

**Job Overview**:
Reporting into the ITSM Service Controller Manager this role is part of an impactful service management team focusing on experience and a high level of customer service, delivering the right outcome to Arm.

**Responsibilities**:

- Assisting the ITSM Process Owners with the day-to-day operation, maintenance and improvement of the Service Management processes.
- Line Management responsibility for Bangalore based ITSM Analysts / Senior Analysts, supporting the Service Delivery Lead
- Leading major incident management response on a 16x5 rota as required this will include - setting up a major incident bridge, assessing business impact, leading the major incident call and sending communications
- Execution of Service Management BAU activities including and not limited to:

- Change Management assessments and approvals
- Knowledge article quality review and addressing feedback
- Quality assessments
- Trend Analysis
- Post incident reviews
- Coordination of joiners, movers and leavers
- Monitoring and following up of problematic tickets
- Preparation and presentation of ticket data at the Daily Service Review
- Monitoring and management of ITSM ServiceNow queue
- Promoting ticket management standard process across IT and demonstrating our ticket management values
- Customer Obsession - giving our customers the best possible experience and demonstrating high levels of emotional intelligence
- Communication - Always keeping our customers up to date and setting realistic expectations
- Ownership - Taking ownership for your work and being proactive to offer the best level of service

**Required Skills and Experience**:

- ITIL V3 or V4 foundation qualification
- 1-2 years relevant experience in an IT environment
- Strong problem resolution skills and a can do attitude
- Consistent track record of effectively prioritizing and completing tasks in a reactive high-pressure environment
- Good interpersonal skills, self-motivated and the ability to lead by example
- Excellent English written and verbal communication skills

**“Nice To Have” Skills and Experience**:

- Major Incident Management experience
- ServiceNow experience
- SIAM foundation

**In Return**:
At Arm, we are guided by our core beliefs that reflect our creative culture and guide our decisions, defining how we work together to surpass ordinary and shape extraordinary:
**Equal Opportunities at Arm**:
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of any characteristic.

**Hybrid Working at Arm**:
Arm’s hybrid approach to working is centred around flexibility, where we split our time between the office and other locations to get our work done. We empower groups/teams to determine their hybrid working pattern, with an expected minimum attendance in the office of 20% per month, depending on the work, level of experience and team’s needs. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution.

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