ITSM Process Lead (Incident, Request, and Problem Management)

Position Overview

We are looking for an ITSM Process Lead responsible for the delivery of Global IT processes (Incident, Request, and Problem Management) to ensure adherence and compliance with IT operations across a global organization. The ideal candidate will drive process improvements based on customer feedback, reporting, and metrics while collaborating with global teams. This is an individual contributor role requiring strong leadership, analytical, and communication skills.

Key Responsibilities

1. ITSM Process Management

Establish workflows for employees in Incident Management (IM), Request, and Problem processes globally. Monitor incoming tasks, track repeated tickets, and identify trends. Propose and implement Service Catalog items and improvements. Generate reports to the Process Owner and IT Management. Analyze feedback and performance data to enhance process effectiveness.

2. Incident Management

Ensure structured recording, classification, prioritization, diagnosis, and resolution of incidents. Escalate critical incidents impacting business operations. Lead Major Incident (MI) management, including stakeholder communication. Restore normal operations per SLA (Service Level Agreement) or agreed KPIs. Perform trend analysis and optimization to reduce recurring incidents.

3. Request Fulfillment

Ensure standard and non-standard service requests are handled effectively. Publish and maintain a Service Catalog for end users. Gather business requirements for Service Catalog enhancements. Meet SLA targets for request handling and approvals.

4. Problem Management

Maintain a Problem Register and document all identified issues accurately. Coordinate with IT teams to design and implement solutions for recurring issues. Follow up on SLAs and vendor service deliveries.

5. Cross-functional Coordination & Reporting

Ensure cross-functional collaboration for Major Incidents (MI) and drive MI meetings globally. Communicate MI updates to stakeholders and IT management. Maintain and update relevant ITSM documentation. Participate in Change Advisory Board (CAB) meetings. Ensure escalation processes are followed, including functional and hierarchical escalations. Issue operational communications to end-users regarding ITSM processes.

Required Skills & Qualifications

Education & Certification

Bachelor’s Degree in Computer Science, Information Systems, Engineering, or related fields. ITIL Certification with a focus on IT Service Operations (preferred).

Experience

Minimum 5 years of experience in IT Service Management (ITSM). Strong background in Incident and Problem Management within a regulated industry (e.g., Med-Tech, BFSI). Proven expertise in ITIL-based service operations and enterprise IT governance. Experience with SLA management, escalation processes, and root cause analysis.

Technical Skills

Hands-on experience with ITSM tools (e.g., ServiceNow, Remedy, Jira). Strong understanding of networking, storage, backup, and cloud technologies. Knowledge of scripting (PowerShell, Bash, Python) for IT automation. Familiarity with Service Catalog management and reporting tools.

Soft Skills

Strong communication skills (written, verbal, and email etiquette). Excellent problem-solving and analytical abilities. Ability to drive service excellence and continuous improvement. Effective stakeholder management and cross-cultural collaboration.

Preferred Skills

ITIL Intermediate or Expert Level Certification. Experience with cloud technologies (AWS, Azure, GCP). Strong knowledge of quality analysis and IT process improvement. Experience in database administration, monitoring tools, and reporting.

General Capabilities

Planning and coordination skills for ITSM process execution. Ability to work in a global, cross-functional environment. Experience with IT operations, change management, and security compliance.

Additional Comments

This role is critical for maintaining IT service excellence and ensuring that IT operations align with business objectives and regulatory compliance. The ITSM Process Lead will play a key role in refining processes, enhancing customer satisfaction, and improving overall IT efficiency.