ITSM Lead

Teceze India; Chennai District; On-site; INR 2,000,000 - 3,200,000; Full time

Job summary

Teceze India is seeking an experienced ITSM Lead to steer incident, problem, change, and service request management. You will manage tools like ServiceNow, ManageEngine, Jira Service Management, and Freshservice while driving ITIL-aligned improvements and strong stakeholder collaboration.

The role requires 8–15 years in ITSM/IT operations, hands-on ITIL expertise, and proven mentoring and reporting abilities.

Qualifications

• 8–15 years of experience in IT Service Management and IT Operations.
• Strong knowledge and hands-on experience with ITSM processes and ITIL framework.
• Experience in managing and configuring ITSM tools such as ServiceNow, ManageEngine, Jira Service Management, Fresh service, or similar platforms.
• Experience in ITSM process implementation, service transition, and continuous service improvement.
• Strong understanding of Incident, Problem, Change, Request, Asset, and Knowledge Management.
• Experience in SLA management, KPI reporting, and service performance monitoring.
• Proven experience in team coordination, mentoring, and stakeholder management.
• Strong analytical, problem-solving, and communication skills.
• Ability to manage multiple customers, projects, and priorities.

Responsibilities

• Lead and manage ITSM processes including Incident, Problem, Change, Service Request, Knowledge, and Service Level Management.
• Manage and support ITSM tools with configuration, implementation, and continuous improvement.
• Define, implement, and maintain ITSM processes aligned with ITIL best practices.
• Collaborate with internal teams and customers to understand service requirements and improve delivery.
• Monitor performance, SLAs, KPIs, and operational metrics.
• Identify process gaps and drive continuous service improvement initiatives.
• Support onboarding, ITSM process setup, and service transition activities.
• Coordinate with multiple technical teams to ensure effective incident, problem, and change resolution.
• Lead major incident reviews and drive root cause analysis and corrective actions.
• Develop and maintain ITSM documentation, SOPs, and knowledge articles.
• Provide guidance, mentoring, and training to junior staff and interns.
• Support audits, compliance, and customer reporting.
• Manage stakeholder communication and provide updates to management and customers.

Skills

ITSM processes

ITIL framework

Incident Management

Problem Management

Change Management

Service Request Management

Knowledge Management

SLA management

KPI reporting

Team coordination

Mentoring

Stakeholder management

Communication skills

Tools

ServiceNow

ManageEngine

Jira Service Management

Freshservice

Job description

• Lead and manage ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, and Service Level Management.
• Manage and support ITSM tools and ensure proper configuration, implementation, and continuous improvement.
• Define, implement, and maintain ITSM processes in line with ITIL best practices.
• Work closely with internal teams and customers to understand service requirements and improve service delivery.
• Monitor service performance, SLAs, KPIs, and operational metrics.
• Identify process gaps and drive continuous service improvement initiatives.
• Support customer onboarding, ITSM process setup, and service transition activities.
• Coordinate with multiple technical teams to ensure effective incident, problem, and change resolution.
• Lead major incident reviews and ensure appropriate root cause analysis and corrective actions.
• Develop and maintain ITSM documentation, SOPs, process documents, and knowledge articles.
• Provide guidance, mentoring, and training to junior team members and interns.
• Support audits, compliance requirements, and customer reporting.
• Manage stakeholder communication and provide regular updates to management and customers.

Required Skills and Qualifications

• 8–15 years of experience in IT Service Management and IT Operations.
• Strong knowledge and hands-on experience with ITSM processes and ITIL framework.
• Experience in managing and configuring ITSM tools such as ServiceNow, ManageEngine, Jira Service Management, Fresh service, or similar platforms.
• Experience in ITSM process implementation, service transition, and continuous service improvement.
• Strong understanding of Incident, Problem, Change, Request, Asset, and Knowledge Management.
• Experience in SLA management, KPI reporting, and service performance monitoring.
• Proven experience in team coordination, mentoring, and stakeholder management.
• Strong analytical, problem-solving, and communication skills.
• Ability to manage multiple customers, projects, and priorities.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Experience with ITSM tool implementation or administration.
• Experience working in a managed services or multi-customer environment.
• Experience with IT infrastructure operations and service delivery.
• Knowledge of IT Asset Management and CMDB concepts.