Senior ITSM Developer

Job Title: Senior ITSM Developer

Experience: 8+ Years
Location: Gurgaon, Noida, Delhi, Bangalore, Pune, Chennai (Excluding Hyderabad)

Role Summary

We are seeking a highly experienced ITSM professional with deep expertise in ITIL processes, governance, and transformation initiatives. The role requires ownership of enterprise-scale ITSM delivery, process maturity, and automation strategy.

Must-Have (Strong ITSM Focus)

· 8+ years core ITSM experience (not just ops/support)

· Deep hands-on expertise in:

o Incident Management (Major Incident handling)

o Problem Management (RCA, trend analysis)

o Change & Release Management (CAB governance)

· Strong experience in ITIL v3/v4 implementation & process consulting

· Experience driving ITSM transformation / process maturity (L3–L5 level)

· Extensive work on SLA, KPI, OLA definition & governance

· Proven experience in client-facing roles & stakeholder management

Key Responsibilities

· Own and govern end-to-end ITSM processes across large enterprise accounts

· Lead ITIL process design, implementation, and optimization

· Drive Continual Service Improvement (CSI) initiatives

· Manage Major Incident bridges and ensure timely resolution

· Conduct Problem reviews & RCA governance meetings

· Chair/participate in Change Advisory Board (CAB)

· Define and track service metrics, dashboards, and reporting

· Ensure compliance with audit, risk, and ITSM standard

Tools & Technology

· Strong hands-on experience with:

ServiceNow

· Experience in:

· Workflow automation

· ITSM tool configuration / customization

· Reporting dashboards