Gautam Buddha Nagar, Uttar Pradesh
Job Summary
Job Role : Track Lead - Incident Management, ServiceNow
Job Summary : responsible for the end-to-end lifecycle of IT services. This role ensures rapid restoration of services, controls infrastructural changes, fulfills user requests, and eliminates the root causes of recurring issues to maintain business continuity
Job Responsibilities : Core Roles & Responsibilities by Function 1. Incident Management (Restore Services)Focuses on returning IT operations to normal as quickly as possible following an unplanned interruption.Responsibilities: Leads major incident bridges, manages escalations, and ensures clear communication with stakeholders during outages.Ensures tickets are logged, prioritized, and resolved within Service Level Agreements (SLAs). 2. Problem Management (Prevent Future Issues)Focuses on investigating the underlying root causes of incidents to prevent them from recurring.Responsibilities: Performs data analysis on incident trends and conducts Root Cause Analysis (RCA).Develops long-term workarounds and permanent solutions. 3. Change Management (Safeguard Infrastructure)Governs how modifications to IT infrastructure, software, or services are assessed, approved, and implemented.Responsibilities: Manages the Change Advisory Board (CAB).Assesses the risk and impact of changes to minimize downtime and prevent unauthorized alterations. 4. Service Request Management (Handle Routine Tasks)Manages the fulfillment of predefined, routine user requests (e.g., password resets, software provisioning, or hardware access).
Skill Requirement : Responsibilities: Streamlines workflows, maintains service catalogs, and ensures high user satisfaction through automation and self-service.Qualifications & ExperienceEducation: Bachelor’s Degree in Information Technology, Computer Science, or a related field.Certifications: ITIL 4 Foundation (mandatory), with preference for ITIL Specialist/Strategist certifications.Experience: 5+ years in IT Service Management (ITSM), utilizing enterprise ticketing systems like ServiceNow or Jira Service Management.Soft Skills: High-pressure decision-making, stakeholder communication, and analytical problem-solving.
Other Requirement : responsible for the end-to-end lifecycle of IT services. This role ensures rapid restoration of services, controls infrastructural changes, fulfills user requests, and eliminates the root causes of recurring issues to maintain business continuity
To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.
Key Responsibilities
1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
