CISAMRMFRE- Service Management ITIL-JL3

Responsibilities

• Maintain and improve Major Incident Management procedures, playbooks, and communication templates.
• Support problem management activities and drive service reliability improvements.
• Strong understanding of ITIL Incident Management and Service Management practices.
• Experience managing critical production incidents in complex enterprise environments.
• Excellent stakeholder management and communication skills.
• Strong leadership, decision-making, and crisis management abilities.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Knowledge of Cloud platforms (Azure, AWS, GCP), Networking, Infrastructure, and Enterprise Applications is preferred.
• Knowledge of monitoring & observability tools.
• Open to working in a 24×7 shift model, including rotational shifts, weekends, holidays, and on-call schedules as required to support critical business operations and major incidents.
• Should be able to understand KPIs like MTTR, SLA Compliance Rate, Quality of Stakeholder Communications etc

Ideal Candidate Profile:

A proactive and highly organized professional who can effectively lead crisis situations, coordinate diverse technical teams, communicate confidently with senior leadership, and drive rapid restoration of critical business services while continuously improving operational resilience.

Note: Candidate should have prior experience working as a Major Incident Manager.

Preferred Skills

• ITIL
• Architecture – ITIL
• Architecture – ALL
• Incident and Request Management

Educational Requirements

Bachelor of Engineering