Senior Support Engineer

Job Description – ITSM Process Specialist (L2/L3) – MIM / Problem / Change / Request Management

Role Overview

The ITSM Process Specialist is responsible for end-to-end execution, governance, and continuous improvement of ITSM processes, including:

• Major Incident Management (MIM)

• Problem Management

• Change Management

• Request Fulfilment

This role ensures service stability, process compliance, faster resolution, and improved service quality, while acting as a bridge between operations teams and client stakeholders.

Key Responsibilities

1. Major Incident Management (MIM) – Critical Function

• Lead and manage P1/P2 incidents end-to-end

• Drive:

• Incident bridge calls

• Coordination across technical teams (Infra, App, Network, EUC)

• Ensure:

• Timely escalation and engagement of correct teams

• Structured communication to stakeholders (especially client leadership)

• Track and enforce:

• SLA timelines

• Updates cadence

• Document:

• Incident timeline

• Impact and resolution summary

This role must stay calm and structured during chaos

2. Problem Management

• Identify and drive root cause analysis (RCA) for recurring incidents

• Analyze trends:

• Incident patterns

• Repeat failures

• Maintain:

• Known Error Database (KEDB)

• Work with technical teams to:

• Implement permanent fixes

• Reduce repeat incidents

• Track problem closure effectiveness

3. Change Management

• Govern and manage change lifecycle:

• Standard, Normal, Emergency changes

• Review and validate:

• Change requests (risk, impact, rollback plans)

• Drive:

• CAB (Change Advisory Board) meetings

• Ensure:

• Proper approvals

• Minimal business disruption

• Track:

• Change success/failure rate

4. Request Fulfilment

• Oversee service request lifecycle:

• Request logging → approval → fulfilment → closure

• Ensure:

• SLA adherence for requests

• Standardization of request catalog

• Optimize request workflows and automation

5. Process Governance & Compliance

• Ensure adherence to ITIL processes across all towers

• Audit:

• Incident, change, and problem records

• Identify process gaps and drive improvements

• Ensure audit readiness

6. Reporting & Service Insights

• Generate and present reports on:

• Incident trends

• Problem resolution effectiveness

• Change success rates

• Request fulfilment SLAs

• Provide insights to:

• Improve service quality

• Reduce incidents

7. Stakeholder & Client Management

• Act as process SME for client interactions

• Present:

• Process performance

• Improvement initiatives

• Handle escalations related to:

• SLA breaches

• Process failures

8. Tooling & Automation

• Work on ITSM tools (ServiceNow preferred):

• Incident, problem, change, request modules

• Drive automation in:

• Request workflows

• Incident routing

• Improve tool utilization and efficiency

Required Skills & Qualifications

Technical / Process Skills

• Strong hands-on experience in:

• ITIL processes (Incident, Problem, Change, Request)

• Experience managing:

• Major Incidents (P1/P2)

• CAB processes

• RCA reviews

• Strong understanding of:

• SLA / KPI management

• Service governance

Tool Expertise

• Experience with:

• ServiceNow (preferred)

• Other ITSM tools (Remedy, Jira Service Management)

Analytical Skills

• Ability to:

• Analyze incident trends

• Identify root causes

• Recommend improvements

Soft Skills (Critical)

• Strong communication (especially during escalations)

• Ability to handle pressure during major incidents

• Stakeholder management (client-facing)

• Strong coordination and decision-making skills

Experience & Education

• 5–8 years of experience in ITSM / Service Management roles

• Bachelor’s degree in IT or related field

• Certifications (mandatory/preferred):

• ITIL Foundation (mandatory)

• ITIL Intermediate (preferred)