ITSM Manager

Neurealm; Chennai District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Neurealm is seeking an experienced ITSM professional to design, optimize, and govern ITIL-based service management processes. You will lead ITSM tooling, integration, and continuous improvement initiatives to ensure reliable service delivery.

The role focuses on optimizing incident, problem, change, and release management, with seniority and leadership responsibilities in a Chennai-based IT environment. A strong ITIL background is required.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Senior/lead ITSM experience (5+ years).
• Strong ITIL knowledge; ITIL Expert preferred.

Responsibilities

• Design, implement, and optimize ITSM processes based on ITIL.
• Lead ITSM tool configuration, customization, and integration.
• Assess ITSM processes and implement improvements.
• Ensure SLAs are met and monitored.
• Provide training and support on ITSM tools and processes.
• Analyze service performance data and prepare management reports.
• Manage incident, problem, change, and release management initiatives.

Skills

ITIL framework

ITSM

SLA management

Incident management

Problem management

Change management

Release management

Data reporting

Education

Bachelor's degree in CS/IT

Tools

ITSM tools

Job description

ITSM Support Job Description

Responsibilities:

Design, implement, and optimize IT Service Management processes based on ITIL best practices.

Lead ITSM tool configuration, customization, and integration to enhance service delivery.

Conduct regular assessments of ITSM processes to identify areas for improvement and implement changes accordingly.

Collaborate with IT teams to ensure that service level agreements (SLAs) are met and continuously monitored.

Provide training and support to staff on ITSM tools and processes to foster a culture of continuous improvement.

Analyze service performance data and prepare reports for management to aid decision-making.

Manage incident, problem, change, and release management initiatives to minimize disruptions and improve service availability.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.

Minimum of 5 years of experience in IT Service Management, preferably in a senior or lead role.

Deep understanding of ITIL framework and certification (ITIL Expert preferred)