Senior Enterprise Software Engineer

Medknow Publications; Pune District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Wolters Kluwer is seeking a Senior ITSM Engineer - Operations Governance to join our IT Service Management Office (ITSMO). You will provide operational oversight across ITSM practices and collaborate with DevSecOps, Cloud Operations, Security, and Compliance teams to ensure quality and compliance of changes and requests.

You will build dashboards and analysis to make service performance visible, applying ITIL and IT4IT concepts to drive reliable services and continuous improvement.

Qualifications

• Hands-on experience in mature IT operations and service management.

Responsibilities

• Monitor process performance across ITSM practices and report on execution quality.
• Assure Change Enablement execution: review records for risk, approval, testing, and back-out evidence.
• Assure Service Request Management: monitor fulfilment against target and automation coverage.
• Assure Incident Management: review categorisation, priority, routing, and resolution performance.
• Support Problem Management through post-incident reviews and root-cause analysis.

Skills

ITSM Practices

Performance Monitoring

Stakeholder Communication

Root Cause Analysis

Data Analysis

Education

ITIL knowledge

IT4IT concepts

Tools

ServiceNow

Power BI

xMatters

Job description

Job Summary

Wolters Kluwer is seeking a motivated and talented Senior ITSM Engineer - Operations Governance to join our dynamic IT Service Management Office (ITSMO). This is an exciting opportunity for an individual with hands-on experience in mature IT operations and service management to further develop their skills and make a meaningful impact within a forward-thinking organization.

As a Senior ITSM Engineer, you will play a crucial role in providing expert operational oversight across our ITSM practices-Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management and Availability Management-ensuring that the processes and controls established by our Outcome Owners are consistently applied and are delivering their intended outcomes.

In this role, you will be responsible for working closely with various stakeholders, including our experienced operations and engineering teams, DevSecOps, Cloud Operations, Security, Compliance and other key partners. Your primary focus will be on operational assurance and performance management, monitoring how each practice is actually performing, reviewing change records and request fulfilment for quality and compliance, investigating recurring execution issues, facilitating performance reviews and coordinating practical improvements to the way ITSM is operated day to day.

You will be involved in a wide range of tasks, including assuring change quality and approval compliance, monitoring request and incident performance against target, supporting problem management and post-incident review, conducting control and compliance reviews, and building the dashboards and analysis that make service performance visible.

You will gain hands‑on experience with a variety of service management and automation technologies, including ServiceNow, Power BI, xMatters and AI-enabled workflow tooling, and your foundational understanding of ITIL and IT4IT concepts will be critical as you contribute to the implementation of best practices.

As a Senior ITSM Engineer, you will act as a senior operational advisor to technology teams, providing guidance on process adoption and validating that practices are being followed in reality rather than on paper. Where a process, control or capability design appears to be the underlying problem, you will provide structured, evidence-based feedback to the relevant Outcome Owner rather than working around it. Your attention to detail, analytical rigor and ability to communicate clearly will be essential to the successful delivery of reliable services.

This position offers a fantastic opportunity for growth and career development within a supportive and innovative environment. You will have the chance to work with state-of-the-art technologies, be part of a collaborative and high-performing team, and make a significant impact on our organizations success. If you are passionate about service reliability and eager to take your career to the next level, we encourage you to apply and join our team at Wolters Kluwer.

Essential Duties and Responsibilities

ITSM Practice Assurance and Performance

• Monitor process performance across all ITSM practices - Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management and Availability Management - and report on execution quality against defined standards.
• Assure Change Enablement execution: review change records for risk assessment quality, approval compliance, testing and back-out evidence, and analyse emergency, unauthorised and failed changes.
• Assure Service Request Management execution: monitor fulfilment performance against target, catalogue accuracy, approval routing and automation coverage, and identify requests being raised as incidents.
• Assure Incident Management execution: review categorisation and priority accuracy, assignment and routing quality, record completeness, reopen rates and resolution performance.
• Support Problem Management through post-incident reviews, root-cause analysis and tracking of corrective