MIM, Problem, Change Management Advisor - Associate Principal Service Management
On-siteBengaluru, Karnataka, India
Job Summary
Oversee and administer ITIL-based service support, leading major incident command-and-control to ensure rapid service restoration and minimal business impact. Facilitate incident bridge calls, drive cross-functional resolution, and maintain accurate documentation within ITSM tools while enforcing SLAs and operational standards. Lead a virtual team, coordinate problem-solving efforts between support and account teams, and compile statistical data on service level compliance. Manage SIAM processes by monitoring vendor tickets, tracking fulfillment evidence, and overseeing vendor performance reviews. Establish continuous service improvement programs, conduct periodic audits, and provide regular progress reports to management.
Required Qualifications
- Any degree
- 6-8 years' relevant experience
- equivalent combination of education and experience
- ITIL based service support
- incident, major incident, problem, request and change management
- Major Incident Management
- incident governance
- impact validation
- escalation management
- decision-making
- cross-functional technical teams
- ITSM tool
- incident progression
- process, SLAs, and operational standards
- post-incident reviews
- root cause identification
- continuous improvement opportunities
- virtual team
- Internal Support and Strategic Partners
- account teams
- field service personnel
- statistical data and trends
- service level compliance
- operational effectiveness
- continuous service improvement program
- ESM processes
- supplier services
- policies, processes, and plans
- account profiles
- account specific requirements
- ITIL process(es)
- SLM Document of Understanding (DOU)
- SIAM process
- vendors
- service management tooling
- SLM and reporting managers
- process targets
- obligation tracker
- SIAM procedural documents
- policies
- vendor performance
- responsible process related issues
- operational performance
- service levels
- key performance indicators
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