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