Role Description We are seeking an experienced IT Service Management professional with strong expertise in ServiceNow ITSM, Major Incident Management, Service Desk Operations, and continuous service improvement. The role is responsible for driving ITSM best practices across Incident, Problem, and Change Management, ensuring service performance through KPI governance, CSAT management, reporting, and process optimization. The ideal candidate will bring strong stakeholder management, analytical capability, operational governance, and a proven ability to improve service quality and business outcomes. Key Responsibilities - IT Service Management Operations - Manage and support ITSM processes in ServiceNow in alignment with ITIL best practices. - Drive Incident, Problem, and Change Management processes to ensure service stability and operational excellence. - Ensure timely service restoration and resolution of critical incidents through effective coordination with support teams. - Support service desk operations by monitoring service quality, response effectiveness, and process adherence. - Problem Management - Lead Problem Management activities with a focus on identifying root causes and implementing permanent corrective and preventive actions. - Review recurring incidents and critical issues to raise problem records for detailed analysis. - Coordinate with technical teams for RCA documentation and service improvement actions. - Track repeat issues and recommend long-term solutions to reduce incident volume. - Major Incident Management - Manage major incidents end to end, including logging, classification, prioritization, escalation, and communication. - Drive bridge calls and coordinate cross-functional teams to restore services within agreed SLAs. - Ensure timely stakeholder communication and status updates to internal teams and senior management. - Follow escalation matrices and governance protocols during critical service disruptions. - Service Improvement and Governance - Analyze incident, service request, and service catalog data to identify trends and improvement opportunities. - Provide actionable insights for process enhancement, service quality improvement, and operational efficiency. - Monitor and track KPIs such as response SLA, resolution SLA, First Time Resolution, ticket backlog, and CSAT score. - Prepare dashboards, MIS reports, and governance review reports for management and stakeholders. - Quality, Knowledge, and Training - Oversee CSAT metrics and quality audit activities to improve user experience and service performance. - Support and contribute to internal training initiatives for analysts and support teams. - Create, update, and maintain knowledge base articles and Standard Operating Procedures. - Promote operational consistency through documentation and knowledge-sharing practices. - ServiceNow and Process Support - Support SLA configuration and User Acceptance Testing in ServiceNow. - Ensure service management workflows and configurations align with business requirements. - Contribute to process design, compliance checks, and service governance activities. - Budget and Operational Support - Support budget tracking by maintaining purchase invoice updates and operational expenditure records. - Assist with process compliance, audits, and governance reporting. - Maintain basic oversight of IMAC, asset management inventory, and related operational controls. Qualifications - Bachelor of Engineering in Electronics and Telecommunication Engineering or related field. - ITIL v4 Foundation certification preferred. - Additional training or certifications in IT support, security awareness, or AI tools will be an advantage. Requirements - 20+ years of experience in IT Service Management, Service Desk Operations, and Major Incident Management. - Proven experience in service governance, process improvement, KPI management, and stakeholder reporting. - Experience working with enterprise support environments and cross-functional IT teams. Preferred Candidate Profile - ITIL-aligned service management professional with a process-driven mindset. - Strong problem solver with the ability to identify trends and drive preventive actions. - Confident communicator who can engage with senior stakeholders during major incidents and governance reviews. - Detail-oriented professional with strong ownership of reporting, quality, and operational metrics. - Capable of balancing day-to-day service operations with strategic service improvement initiatives.

• Manage and operate production AI infrastructure environments. • Lead incident response and troubleshooting efforts and deliver timely service restoration during outages or performance degradations. • Troubleshoot infrastructure and networking issues across bare-metal and/or cloud environments with multiple vendors. • Conduct root cause analysis and drive product and operational improvements. • Contribute and improve operational documentation and knowledge base. • Collaborate with global team members across time zones to ensure continuous operational coverage, including occasional work during weekends and holidays.

• Design, implementation and monitoring of security tools supporting the business’ internal needs and safety requirements. • Enforce security configurations on all endpoints (macOS, Windows, iOS, Android) utilizing appropriate tools. • Design and maintain manageable access control schemes, manage SaaS AAA, and provide zero-trust designs for SSO. • Meet the automation requirements of the team by utilizing infrastructure as code systems. • Perform Log Analysis, participate in threat hunting exercises and investigate security alerts from EDR or externally provided IOCs. • Collaborate with teams to design robust systems that are easy to maintain.

• Perform operational duties and capacity planning efforts for enterprise systems. • Create and maintain documentation related to services, solutions and interfaces. • Perform testing and changes while minimizing risk through disciplined change management practices. • Perform research, analyze technology, consult vendors and apply best practices to design technical solutions by utilizing systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications. • Validate, test and implement new products and services. • Respond to and resolve incidents escalated from operational teams and performance tuning requests utilizing critical thinking skills. • Provide technical and advisory leadership as required to complete objectives. • Train and mentor for other personnel. • Perform other duties as assigned.