Face 2 Face Interview For Service Management at kolkata

Job description

**Role & responsibilities** **Job Requirements\\*** 6 to 8 + Years of experience in ITIL Domain. An experienced **Service Management professional** with 68 + years of hands-on experience in managing IT services, ensuring service excellence, SLA compliance, and continuous service improvement. **The role requires strong stakeholder management, process governance, and operational leadership aligned with ITIL best practices.** **Key Responsibilities\\*** • Manage **Incident, Service Request, and Major Incident** processes ensuring SLA adherence. Handling **Major Incident Management** independently. • Lead **Major Incident bridges**, stakeholder communication, and post-incident RCA • Drive **Problem Management**, root cause analysis, and prevention of recurring issues • Govern **Change Management**, including risk assessment and CAB/ECAB participation & PIR Evaluation. • Ensure **CMDB accuracy**, CI relationships, and support impact analysis • Maintain and promote **Knowledge Management** to enable faster resolution and shift-left • Track **KPIs**, ensure process compliance, and drive **Continuous Service Improvement** **Section** **Details / Example Content** **Domain** - Service Management using ITIL Framework. " You will be working on ITSM processes governing Incident, Change, Problem, Service Request, Major Incident, CMDB, and Knowledge Management, ensuring SLA adherence and operational excellence." **Soft Skills** - Excellent communication - Team collaboration - Documentation and knowledge sharing **Education Requirements** Bachelor's / B-Tech / Graduate **Certifications** ITILV4 Foundation (preferred)