Analyst at Aionos in Gurugram

Job Summary

We are looking for an experienced ITSM Specialist to manage and govern IT Service Management processes across the Digital landscape. The role will be responsible for ensuring stable operations, efficient incident resolution, effective change implementation, proactive problem management, and seamless service request fulfillment. The ideal candidate should have strong expertise in ITIL processes, service governance, stakeholder management, and ITSM tools.

Key Responsibilities:

Incident Management

• Lead and coordinate Major Incident resolution and Priority Ticket management.
• Ensure timely communication, escalation, and stakeholder updates.
• Monitor SLA compliance and drive service restoration activities.
• Conduct post-incident reviews and track closure of action items.

Service Request Management

• Govern end-to-end service request fulfillment processes.
• Ensure adherence to SLAs and turnaround times.
• Monitor request volumes, trends, and service performance.
• Identify opportunities for automation and process improvement.

Change Management

• Review and govern change requests across applications and platforms.
• Facilitate Change Advisory Board (CAB) meetings and approvals.
• Ensure risk assessments, rollback plans, and implementation plans are in place.
• Monitor successful deployment of changes while minimizing business impact.

Problem Management

• Perform Root Cause Analysis (RCA) for recurring incidents.
• Manage Known Errors and corrective action plans.
• Drive preventive measures to reduce repeat incidents.
• Collaborate with cross-functional teams to implement permanent fixes.

Vendor Management

• Manage relationships with technology partners and service providers.
• Monitor vendor performance against SLAs and contractual commitments.
• Conduct governance reviews and service performance meetings.
• Coordinate issue resolution and escalations.

Service Governance & Reporting

• Prepare operational dashboards and management reports.
• Track SLA/KPI performance and suggest improvements.
• Support audits, compliance reviews, and governance initiatives.
• Drive Continual Service Improvement (CSI) programs aligned with ITIL best practices.

Required Skills

• IT Service Management (ITSM)
• ITIL v4 Framework
• Incident Management
• Major Incident Management
• Problem Management
• Change Management
• Service Request Management
• Service Delivery
• Service Governance
• Vendor Management
• SLA & KPI Management
• Root Cause Analysis (RCA)
• CAB Governance
• Stakeholder Management
• Operational Reporting
• IT Operations

Tools & Technologies

• ServiceNow (Preferred)
• Jira Service Management
• BMC Remedy
• Other ITSM/Ticketing Platforms

Qualifications

• Bachelor's Degree in Engineering, Information Technology, Computer Science, or related discipline.
• 5-8 years of experience in IT Service Management, IT Operations, or Service Delivery.

Preferred Certifications

• ITIL v4 Foundation (Preferred)
• ServiceNow Certification
• Agile Certification
• PMP / Project Management Certification