Sr Manager Service Management - Managed Services

Job Description: Incident, Problem & Change Manager (IT Service Management)
Department: IT Service Management (ITSM)
Location: Pune

Role Summary
The Incident, Problem & Change Manager is responsible for ensuring the efficient management, governance, and
continuous improvement of ITSM processes, including Incident, Problem, and Change Management. The role
ensures minimal business disruption, enhanced service stability, and compliance with organizational and regulatory
requirements. The manager will work closely with cross-functional technical teams, business stakeholders, and
leadership to drive process excellence and operational efficiency.

Key Responsibilities
1. Incident Management/Major Incident Management
• Lead and manage the end-to-end lifecycle of P1/P2 incidents to ensure rapid resolution and minimal
business impact.
• Conduct incident triage, assign ownership, and coordinate across technical teams for resolution.
• Ensure timely communication and updates to stakeholders, leadership, and affected business units.
• Facilitate and chair Major Incident bridges and post-incident reviews.
• Track and improve incident response KPIs: MTTR, incident backlog, SLA adherence, etc.
2. Problem Management
• Identify recurring incidents and drive root cause analysis (RCA) to prevent recurrence.
• Facilitate RCA workshops using methodologies like 5 Whys, Fishbone, Kepner-Tregoe, etc.
• Maintain the Known Error Database (KEDB) and ensure knowledge articles are updated.
• Work with technical owners to implement permanent fixes and preventive measures.
• Monitor problem trends, analyze incident patterns, and publish problem dashboards.
3. Change Management
• Govern and manage the entire Change Management lifecycle (Standard, Normal, Emergency changes).
• Conduct Change Advisory Board (CAB) / Emergency CAB meetings, ensuring the risk, impact, and rollout
plans are documented.
• Ensure changes comply with ITSM policies, security guidelines, and audit requirements.
• Track change success rate, failed changes, and unauthorized changes, and drive continual improvement.
• Collaborate with technical teams to optimize change scheduling and reduce service disruptions.

Key Skills & Competencies
Technical Skills
• Strong knowledge of ITIL v3/v4 processes—Incident, Problem, Change.
• Hands-on experience with ITSM tools:
o ServiceNow (preferred)
o Jira Service Management

• Understanding of IT infrastructure, cloud technologies, application support, and operations.
• Ability to analyze logs, metrics, and dashboards to support investigations.
Soft Skills
• Excellent communication and stakeholder management skills.
• Ability to remain calm under pressure, especially during major incidents.
• Strong analytical and problem-solving abilities.
• Conflict resolution and negotiation capabilities.
• Process-oriented mindset with continuous improvement focus.

Qualifications
• Bachelor’s degree in computer science, IT, Engineering, or related field.
• ITIL Foundation certification required; ITIL Intermediate or ITIL4 Specialist is a plus.
• Experience in IT Operations or ITSM roles.
• Prior experience managing Major Incidents and Change governance in a fast-paced environment.
Key Performance Indicators (KPIs)
• Incident MTTR (Mean Time to Resolve)
• Number of recurring incidents
• % of successful vs. failed changes
• SLA compliance for incident/problem/change tickets
• Stakeholder satisfaction scores
• Reduction in major incidents through proactive problem management