Associate Lead Consultant - IT Service Management (ITSM) Job

Experience

5-8 Years

Job Description

Roles and Responsibilities:

• Process Governance: Enforce policies for standard, emergency, and normal changes.
• Incident Prevention: Analyze incident trends to identify underlying problems.
• RCA Oversight: Coordinate cross-functional teams to resolve root causes.
• Risk Mitigation: Review change requests to prevent service downtime.
• Post-Implementation Review: Conduct PIRs for failed or disrupted changes.
• Knowledge Management: Maintain the Known Error Database (KEDB) accuracy.
• Drive Knowledge Management , Process management, Client sign off
• Drive Key initiatives, CSIP, Automations , Customer Value additions
• Drive Ticket Reduction, Effort Reduction,
• Lead Client discussion on Key initiatives driving and outcomes
• Lead MSR/QBR , drive Ops as per Client Sensitivities and Priorities
• Drive CSAT and TCSAT >4.5 /5
• Fluent in English, in both oral and written communication
• Shifts: US Shifts + Oncall

Qualifications and Education Requirements:

• Education: Bachelor’s degree
• Experience: Minimum 8 years in IT Service Management (ITSM) roles.
• Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply

Certification:- ITIL v4 Foundations (+ Change/Problem)

Behavioral Attributes:

• Resilience: Remaining calm and decisive during high-severity outages.
• Negotiation: Balancing speed requests from developers with stability goals.
• Communication: Translating complex technical issues into clear business impact.

Required Technical/ Functional Competencies

Primary Skills:

• ITIL Framework: Deep mastery of Change and Problem Management workflows.
• Risk Assessment: Evaluating infrastructure impact and deployment risks.
• Root Cause Analysis (RCA): Utilizing Ishikawa, 5 Whys, and Kepner-Tregoe.
• CAB Facilitation: Leading Change Advisory Board meetings.
• ITSM Tools: Advanced knowledge of ServiceNow workflows

Desirable Skills:

• Conceptual knowledge of Storage, Backup, Citrix, Database, Network, Security, VoIP, Messaging, Cloud
• Conceptual knowledge of SCCM, Intune, Monitoring tools, Automation
• Data Analytics: Reporting on metrics like Change Success Rate etc

Required Behavioral Competencies

Accountability:

• Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.

Agility:

• Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Collaboration:

• Participates in team activities and reaches out to others in team to achieve common goals.

Customer Focus:

• Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication:

• Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.

 Drives Results:

• Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.

Certifications