Service Management

3 days ago

Noida, Uttar Pradesh, India SOFTENGER Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Job Profile :

Service Management

Job Location :

Noida

Experience Required :

1-3 yrs

Job Description :

We are seeking a dedicated Service Management Engineer (L1). The ideal candidate will have a strong understanding of ITIL frameworks and hands-on experience with ITSM tools such as ServiceNow or Jira. He will be responsible for managing incident, problem, and change management lifecycles, conducting root cause analysis, facilitating major incident management, and ensuring effective communication with stakeholders.

Key Responsibilities:

Adhere to ITIL frameworks for Incident, Problem, and Change Management lifecycles.

Utilize ITSM tools (ServiceNow/Jira) to manage incident, problem, and change workflows, including proactive problem identification and trending.

Lead Root Cause Analysis (RCA) for major incidents, identify underlying causes, and implement preventive measures.

Communicate effectively with customers and stakeholders, providing timely updates and preparing Major Incident Reports (MIRs).

Facilitate Major Incident Management (MIM) by leading incident bridges, coordinating resolver groups, and ensuring swift service restoration within SLAs.

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