DL
Incident MAnagement
Diverse Lynx India
Location not stated
Staff / Principal
1 month ago
- Incident Management
- ServiceNow
- ITIL
- Agile
- Devops
1 month ago
ITPL Pioneer - Bangalore Location
Date: 29-Aug-2026.
Time: 10AM to 4PM.
Skills: Knowledge Management~Incident Management~Digital : ServiceNow_IT Service Management
Experience Required: 6-8 Years
Location: Bangalore
Must-Have**
The ITSM Process Lead will be responsible for governing and driving IT Service Management processes, ensuring adherence to ITIL best practices, SLA compliance, service quality improvements, and effective stakeholder management. The role requires strong process governance, reporting, and continuous service improvement capabilities.
Responsibility of / Expectations from the Role
Key Responsibilities
• Lead and govern ITSM processes including Incident, Problem, Change, Service Request, and Knowledge Management.
• Ensure compliance with ITIL frameworks, organizational standards, and customer contractual obligations.
• Conduct process reviews and identify opportunities for continuous service improvement.
• Analyze SLA/KPI performance and drive corrective actions to meet service targets.
• Facilitate CAB meetings and review change implementation effectiveness.
• Conduct trend analysis, Major Incident reviews, and Root Cause Analysis (RCA).
• Prepare operational dashboards, governance reports, and executive summaries.
• Coordinate with delivery, operations, and support teams to improve service quality.
• Manage customer escalations and ensure timely resolution.
• Support audits, compliance activities, and process maturity assessments.
• Mentor team members and drive process awareness across teams.
Mandatory Skills
• Strong knowledge of ITIL and ITSM processes.
• Experience with ServiceNow, BMC Remedy, or similar ITSM platforms.
• Incident, Problem, Change, and Service Request Management expertise.
• SLA/KPI monitoring and reporting.
• Customer and stakeholder management.
• Governance and compliance experience.
Good to Have
• ITIL Foundation/Intermediate Certification.
• Exposure to Automation and Service Improvement initiatives.
• Knowledge of Agile and DevOps practices.
• Experience in Service Transition and Operational Readiness.
Required Competencies
• Excellent communication and presentation skills.
• Strong analytical and problem-solving abilities.
• Leadership and coordination skills.
• Ability to work with cross-functional and geographically distributed teams.
• Customer-focused approach and ownership mindset.
Experience Requirement
• 4 to 8 years of experience in IT Service Management, IT Operations, or Service Delivery environments.
• At least 2 years of experience in process governance, reporting, or lead responsibilities.
Incident MAnagement · Diverse Lynx India