Senior ITSM Engineer

We Core Solutions are looking for Sr. ITSM Engineer

Role - Sr. ITSM Engineer

Experience Years

Notice Period - Immediate to 30 Days

Location - Chennai(Guindy)

Work Mode - Work from Office(WFO)

Interested people can apply in the link or share their resume to

Position Summary:

We are seeking an IT Service Management Engineer / Sr. Engineer to be part of the Infrastructure

and Operations team through our journey of transformation as we transition to a SaaS-first

organization. This role will be focused on establishing and enhancing IT Service Management best

practices for SaaS based product enterprise. Act as a bridge between IT operations, service

delivery and business stakeholders, aligning with ITIL best practices.

Role and Responsibilities:

● Design, implement and continuously improve the 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.

● Ensure tool usage aligns with established process and business needs.

● Establish SLAs, OLAs and KPIs, track and report across services.

● Work with the Security and compliance team to enforce policies, standards and audit requirements.

● Collaborate with business, IT operations, and support teams to improve customer experience.

● Conduct workshops and training sessions on ITSM processes and tools.

● Oversee resolution of major incidents and lead root cause analysis (RCA).

● Drive post-incident reviews and preventive measures.

● Reduce recurring issues by implementing structured problem management.

● Ensure smooth execution of change and release processes, working closely with product engineering and DevOps Teams.

What we are looking for:

● Bachelors 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.

● Be part of a team who designed and implemented at least one of the combinations of

Service Management practices"

○ Incident, Service Request, Problem Management

○ Problem, Change, Release Management

○ Change, Configuration and Asset Management

○ Incident, Problem and Knowledge Management

● Understanding of Public and private cloud platforms.

● Experience working with atlassian products (JIRA, Confluence).

● Strong analytical, problem-solving skills.

● Excellent communication skills, both written and verbal, with ability to converse with

Technical as well as business stakeholders.

● Curiosity to learn and ability to learn on the job.

Nice to have:

● ITIL certification(s).

● Experience in managing SLAs, KPIs, reporting.

● At least 2 years of experience working as part of Infrastructure teams, with an

understanding of Servers, Storage, Network, databases, middleware technologies.

● Hands-on experience with JIRA.

● Understanding of security standards (ISO 27001, NIST, SOC2).

● Ability to work independently and as part of a team.

● Highly motivated and results oriented.

About Us:

• Core Solutions (CORE), headquartered in King of Prussia, Pennsylvania, is the progressive leader in transforming the behavioral, medical and social services experience for behavioral health providers, consumers and state agencies.
• Our integrated behavioral health EHR platform, Cx360, allows for the improvement of the provider, consumer and payer relationship through increased consumer-centric collaboration which results in improved outcomes.
• Accomplishment through our ability to simplify the end-to-end behavioral health experience, deliver integrated care coordination, improve consumer engagement and streamline accurate provider reimbursement..
• CORE believes the key to successful implementation of EHR solutions is aligning people and processes with technology. Core's strong Cx360 EHR Technology Platform (versus traditional EHR Products)

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