ITIL Manager - Infrastructure/Release/Service Management

Extio Technology And Consulting Llp; Hyderabad; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Extio Technology And Consulting Llp is seeking an experienced ITIL Manager to oversee infrastructure, release and service management across IT operations. The role focuses on incident, change, deployment coordination and adherence to SLAs within complex production environments.

The ideal candidate will coordinate with infrastructure, DevOps, development and application support teams, drive RCA and process improvements, and lead major incident responses to ensure timely resolution and governance.

Qualifications

• ITIL/ITSM knowledge with experience across infrastructure and service management.
• Proven ability to manage production environments and critical incidents.
• Strong communication and stakeholder management skills.

Responsibilities

• Manage ITIL/ITSM processes including Incident, Problem, Change, Release and Service Request Management.
• Own and monitor the ticket management lifecycle, including assignment, escalation, SLA tracking and closure.
• Coordinate with Infrastructure, DevOps, Development, QA and Application Support teams for issue resolution.
• Manage Release & Deployment Management, including release planning, approvals, deployment coordination and rollback procedures.
• Govern production changes through proper impact assessment, approvals and implementation.
• Lead P1/P2 and major incident management, ensuring timely communication and resolution.
• Drive RCA and Problem Management for recurring and critical incidents.
• Monitor SLA, KPI, ticket aging, incident trends and service performance.
• Conduct operational reviews and maintain dashboards/reports for management.
• Ensure proper SOPs, escalation matrices, operational documentation and process compliance.
• Drive continuous improvement in IT operations and service delivery.

Skills

ITIL / ITSM knowledge

Infrastructure operations

Incident, Problem, Change, Release

Stakeholder management

Communication

Education

ITIL Foundation certification

Higher ITIL certification

Tools

ServiceNow

Jira Service Management

Freshservice

BMC Remedy

Job description

ITIL Manager Infrastructure, Release & Service Management

Job Summary

We are looking for an experienced ITIL Certified Manager to manage IT Service Management processes across Infrastructure, Application Support, Incident, Change, Release, Deployment and Ticket Management. Strong experience in Infrastructure and Linux is preferred.

The candidate will be responsible for ensuring SLA adherence, operational governance, timely issue resolution and controlled production releases.

Key Responsibilities

• Manage ITIL/ITSM processes including Incident, Problem, Change, Release and Service Request Management.
• Own and monitor the ticket management lifecycle, including assignment, escalation, SLA tracking and closure.
• Coordinate with Infrastructure, DevOps, Development, QA and Application Support teams for issue resolution.
• Manage Release & Deployment Management, including release planning, approvals, deployment coordination and rollback procedures.
• Govern production changes through proper impact assessment, approvals and implementation.
• Lead P1/P2 and major incident management, ensuring timely communication and resolution.
• Drive RCA and Problem Management for recurring and critical incidents.
• Monitor SLA, KPI, ticket aging, incident trends and service performance.
• Conduct operational reviews and maintain dashboards/reports for management.
• Ensure proper SOPs, escalation matrices, operational documentation and process compliance.
• Drive continuous improvement in IT operations and service delivery.

Required Skills

• Strong knowledge of ITIL / ITSM processes.
• Experience in Infrastructure Operations and Application Support.
• Strong understanding of Incident, Problem, Change, Release and Deployment Management.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, Freshservice, BMC Remedy, or similar.
• Strong SLA, KPI and stakeholder management experience.
• Experience handling production environments and critical incidents.
• Excellent communication, coordination and escalation-management skills.

Preferred

• ITIL Foundation certification; higher-level ITIL certification is an advantage.
• 515 years of experience in ITSM / Infrastructure Operations / Production Support.
• Experience in banking, fintech, payments or other mission-critical environments is preferred.
• Exposure to DevOps, CI/CD, Linux, cloud and enterprise infrastructure is an advantage.

Key KPIs

• SLA compliance
• Ticket aging and closure
• Incident response/resolution
• Change and deployment success rate
• P1/P2 incident management
• RCA and corrective-action closure
• Service availability and operational compliance