ITSM Service Manager + SQL Coder

Cigres Technologies Private Limited; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A tech solutions firm located in Karnataka, India, is seeking an ITSM Service Manager to oversee and optimize IT service delivery. Responsibilities include managing the service desk, ensuring adherence to ITIL best practices, and collaborating with teams to enhance service delivery. The ideal candidate should have 6-8 years of experience in ITSM with strong SQL skills. This role is critical for maintaining customer satisfaction and operational efficiency.

Qualifications

• Minimum of 6 years experience in ITSM.
• Strong competency in SQL and advanced SQL queries.
• Ability to analyze and report on IT service metrics.

Responsibilities

• Ensure effective change, incident, and service catalogue processes.
• Generate performance reports and manage CMDB.
• Drive continuous service improvement initiatives.

Skills

ITSM

SQL Queries

Advanced SQL

Education

B.Tech

Job description

Role Overview

The ITSM (IT Service Management) Service Manager is responsible for overseeing and optimizing the delivery of IT services within an organization. This role involves managing the IT service desk, ensuring adherence to ITIL (Information Technology Infrastructure Library) best practices, and collaborating with various teams to enhance the overall IT service delivery. The ITSM Service Manager plays a critical role in maintaining high levels of customer satisfaction and operational efficiency.

Responsibilities

• Ensuring the effectiveness of the change/incident/major incident and service catalogue processes
• Generating performance reports
• Maintaining the Configuration Management Database (CMDB)
• Driving continuous service improvement initiatives
• Documenting tools and processes
• Collaborating with the team to deliver high‑quality products and services

1. To develop, analyze, and report on key metrics, enabling data‑driven decisions aimed to improve IT service delivery
2. Collaborate with the ITSM team to understand requirements and translate them into efficient SQL/PostgreSQL based reports
3. Perform data analysis and create reports to support decision‑making in ITSM processes
4. Maintain and update existing dashboards to reflect changing business needs
5. Continuously improve dashboard performance and usability by refining SQL code and database structures
6. Provide SQL support & training to team members

Requirements

• Minimum Experience: 6 years
• Maximum Experience: 8 years
• Mandatory Skills: ITSM, SQL Queries, SQL, Advanced SQL
• Skill to Evaluate: SQL Queries, SQL, Advanced SQL
• Experience: 6 to 8 years
• Education Qualification: B.Tech