Location : Chennai/Pune/Hyderabad

Experience : 10- 12 Years

Shift : Rotational 24/7

Overview :

We are seeking highly motivated professionals to join our Incident, Problem, Change, and Release Management team in USI.

The team operates in a 24x7 environment and plays a critical role in maintaining system stability, ensuring timely resolution of incidents, coordinating releases, and driving continuous improvement across ITSM processes.

Responsibilities :

- Own and execute the Incident Management process, ensuring protocols are diligently followed.

- Respond to Problem Tickets and Incidents, coordinating with application and business teams to identify root causes.

- Assess and classify Priority and Severity based on business impact.

- Log and track all incidents and resolutions for trend analysis and process improvements.

- Drive and coordinate problem triage sessions with delivery and incident management teams via MS Teams or Zoom bridge calls.

- Manage end-to-end communication with IT and business stakeholders for P1 and P2 incidents.

- Coordinate with Release Managers, DevOps, and Application Teams for major and semi-major releases, ensuring smooth deployment communication between onsite and offshore teams.

- Support release/deployment coordination activities via chat and bridge calls.

- Create and maintain SOPs, process documentation, and Wiki pages.

- Participate in cross-training and contribute to team process improvements.

- 8- 12 years of experience in ITSM processes, specifically Incident and Problem Management.

- Strong understanding of Change and Release Management processes.

- Experience with ServiceNow for service management.

- Familiarity with Azure DevOps and its release planning workflows (preferred).

- Excellent communication, analytical, and problem-solving skills.

- Strong organizational and time management abilities.

- Self-motivated team player willing to work in a 24x7 shift environment.

- Ability to collaborate effectively across global teams.

- Lead the USI team ensuring 24x7 coverage and effective shift handovers.

- Publish and maintain the monthly shift roster; act as POC for escalations.

Skill Set Must Have :

- ITIL : Incident & Problem Management knowledge

- Service Management : ServiceNow

- MS Office Tools : Word, Excel, PowerPoint, MS Teams

Good To Have :

- ITIL : Change & Release Management knowledge

- Azure DevOps experience

- Wiki creation and documentation

- MS Visio proficiency

- Exposure to Zoom & Skype

- Experience working with global clients or in banking/auditing domains

Preferred Certifications :

- ITIL V3/V4 Foundation

- ITIL Intermediate