About the role
Desired Competencies (Technical/Behavioral Competency)
Must-Have
Incident Management
- Manage incidents throughout their lifecycle.
- Coordinate resolution across support teams.
- Handle P1/P2 major incidents.
- Conduct incident reviews and post-incident reports.
- Ensure SLA compliance.
Major Incident Management
- Lead bridge calls during critical outages.
- Coordinate stakeholders and technical teams.
- Drive incident communications.
- Manage escalation procedures.
- Restore business services within agreed timelines.
Problem Management
- Perform root cause analysis (RCA).
- Track recurring incidents.
- Manage Known Error Database (KEDB).
- Drive permanent fixes and preventive actions.
Change Management
- Review and authorize changes.
- Coordinate CAB meetings.
- Assess risk and business impact.
- Monitor change implementation success.
- Ensure compliance with change governance.
Service Request Management
- Monitor service request queues.
- Improve request fulfillment processes.
- Ensure SLA adherence.
- Support automation initiatives.
Service Level Management
- Monitor SLA, OLA and KPI performance.
- Generate operational reports.
- Conduct service reviews.
- Drive continual service improvement.
ITSM Tool Administration
- Administration of ServiceNow.
- Workflow and process management.
- Incident and Change module support.
- CMDB management and governance.
Reporting & Governance
- Create operational dashboards.
- Generate weekly and monthly service reports.
- Support governance meetings.
- Maintain process documents and SOPs.
Stakeholder & Vendor Management
- Coordinate with customers and business users.
- Manage vendor performance.
- Drive service quality improvements.
- Ensure customer satisfaction.
Good-to-Have
- ITIL Foundation/Managing Professional
- ServiceNow Administration
- CMDB Management
- IT Operations Analytics
- Power BI Reporting
- Automation & Scripting
- Banking Domain Experience (BFSI)
- Audit & Compliance Knowledge
- Cloud Operations Awareness
- Agile / DevOps Exposure