Senior ITSM Developer

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership and oversee comprehensive ITSM processes for large enterprise accounts.

• Lead the design, implementation, and enhancement of ITIL processes.

• Propel initiatives for Continual Service Improvement (CSI).

• Manage Major Incident resolution meetings to ensure prompt resolutions.

• Facilitate Problem reviews and govern Root Cause Analysis (RCA) meetings.

• Chair or participate in the Change Advisory Board (CAB).

• Establish and monitor service metrics, dashboards, and reporting.

• Ensure adherence to audit standards, risk management, and ITSM compliance.

⛳️ Requirements

• A minimum of 8 years of core ITSM experience (not limited to operations/support).

• Profound hands-on knowledge in Incident Management, particularly in handling Major Incidents.

• Expertise in Problem Management, including RCA and trend analysis.

• Experience in Change and Release Management, specifically in CAB governance.

• Strong background in the implementation of ITIL v3/v4 and process consulting.

• Proven track record in driving ITSM transformation and enhancing process maturity (L3–L5 level).

• Extensive experience in defining and governing SLAs, KPIs, and OLAs.

• Demonstrated experience in client-facing roles and effective stakeholder management.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and continuous learning.

• Flexible work arrangements to promote work-life balance.

• Collaborative and innovative work environment.