Engineer – Service Management

Mandatory Skills

• 2–4 years of relevant experience in IT Service Management / ITSM / ESM.
• Strong understanding of ITIL-based service management processes.
• Hands-on experience in Major Incident Management (MIM).
• Experience in Incident Management.
• Experience in Change Management.
• Experience in Problem Management.
• Strong knowledge of Root Cause Analysis (RCA).
• Experience with Change Advisory Board (CAB) processes.
• Knowledge of Post Implementation Review (PIR).
• Understanding of SLA / OLA / XLA and service-level compliance.
• Experience in service management reporting and dashboards.
• Strong stakeholder management and communication skills.
• Ability to coordinate with multiple technical resolver teams and business stakeholders.
• Good documentation, analytical and problem-solving skills.

Good-to-Have Skills

• ITIL Foundation certification.
• Experience with ServiceNow, BMC Remedy or similar ITSM tools.
• Knowledge of IT Service Desk / IT Operations environments.
• Experience in service governance and vendor/supplier coordination.
• Knowledge of KPI, SLA and service performance reporting.
• Experience working in a client-facing IT services environment.

Educational Qualification

• Bachelor's degree in Computer Science, Information Technology, Business Administration or a related discipline.
• Equivalent combination of education and relevant experience may be considered.