Service Management

1 day ago

Thiruvananthapuram, Kerala, India Navlakha Management Services Full time US$ 90,000 - US$ 1,20,000 per year

Role Overview:

  • Act as the main contact for IT service levels, issue resolution, and customer satisfaction.
  • Manage Incident, Problem, Change, and Release processes as per ITIL standards.
  • Ensure security & audit compliance and maintain service continuity & disaster recovery plans.
  • Coordinate with internal teams, vendors, and stakeholders to ensure SLA adherence.
  • Prepare service performance reports, RCA, and drive service improvements.

Key Skills & Experience Required:

  • 5+ years in IT operations
  • Experience with ServiceNow (CMDB knowledge is a plus).
  • Strong knowledge in on-premises infrastructure (servers, virtualization, security) and cloud platforms (Azure/AWS).
  • Troubleshooting skills on Windows OS, server OS (2016, 2019, Linux), network fundamentals, Active Directory, SSO, SAML, and authentication mechanisms.
  • Hands-on with security tools (Prisma, Splunk, Intune) and vulnerability management.
  • Understanding of BCP/DR, backup strategy, and configuration.
  • Basic programming knowledge (Java, SQL, Angular).
  • Certifications like ITIL, PMP, PRINCE2, Microsoft Cloud, CompTIA A+ preferred.
  • Strong communication, documentation, vendor management, and stakeholder handling skills

Qualifications:

  • Bachelors degree in Computer Science, MIS, or related field.
  • Excellent communication, documentation, and stakeholder management skills.

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