Senior Enterprise Software Engineer - ITSM Operations & Governance

Wolters Kluwer (India) Private Limited - GBS; Pune District; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

Wolters Kluwer in Pune, India, is seeking a Senior ITSM Engineer – Operations & Governance to join our ITSMO. You will oversee Change Enablement, Incident, Service Request, and Problem Management, ensuring processes meet standards and add value.

You''ll work with DevSecOps, Cloud Operations, Security and Compliance, build dashboards in Power BI, automate with ServiceNow, and drive improvements. A strong ITIL background and hands-on automation are required.

Qualifications

• Minimum 5 years in IT operations or IT service management in a large enterprise.
• Demonstrated experience with ITSM practices: Change Enablement, Incident, Service Request and Problem Management.
• Strong understanding of ITIL and ITSM concepts; ITIL Foundation certification preferred.
• Hands-on ServiceNow experience with reporting, workflow and data quality.
• Proficiency in Power BI or similar analytics tools for dashboards and reporting.
• Scripting skills (Python, PowerShell, Bash) for automation and API integration.
• Exposure to DevOps/DevSecOps and cloud environments (Azure/AWS).
• Experience with AI or generative AI in operational workflows is a plus.

Responsibilities

• Assure ITSM practice performance and compliance across all domains.
• Review change quality, risk, approvals, testing and back-out evidence.
• Monitor fulfilment performance, SLA/SLO/KPI, and automation coverage.
• Support problem management with post-incident reviews and root-cause analysis.
• Build and maintain ITSM dashboards and automation scripts.
• Provide guidance on process adoption and governance to technology teams.

Skills

ITSM

ITIL knowledge

Change Enablement

Incident Management

Service Request Management

Problem Management

KPI design

Data storytelling

Automation scripting

ServiceNow

Power BI

xMatters

Azure cloud

AWS cloud

Python

PowerShell

Bash

Education

Bachelor's degree in Computer Science or Information Systems

Tools

ServiceNow

Power BI

xMatters

Azure

AWS

Python

PowerShell

Bash

APIs

Low-code tools

Job description

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 organization’s success.

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 actions to evidenced closure.
• Monitor SLA, SLO and KPI performance across practices and elevate deviations with supporting analysis.
• Facilitate process and service performance reviews with technology teams and operational stakeholders.

Compliance, Control and Improvement

• Conduct operational assurance and compliance reviews, assessing process adoption and control effectiveness across technology and DevSecOps teams.
• Analyse trends, exceptions and recurring issues across change, incident, request, problem and availability data to identify risk patterns.
• Coordinate remediation actions arising from assurance findings, audits and performance reviews.
• Identify operational improvement opportunities and lead their implementation within agreed scope.
• Escalate process design and capability deficiencies to Outcome Owners with structured supporting evidence.
• Support audits and operational control reviews and maintain governance documentation.

Reporting and Automation

• Build and maintain trusted ITSM reporting and dashboards that connect operational data across practices to business impact.
• Develop scripts, automations and AI‑enabled workflows across ServiceNow, Microsoft Teams, xMatters, Power BI and observability platforms to reduce manual effort, with appropriate validation and guardrails.
• Improve the quality and consistency of ITSM data used for governance and reporting.

Governance Support and Operations Support

• ITSM governance forums, including CAB and ECAB, with preparation, analysis, actions and follow‑up.
• Provide practical guidance to operational teams on process adoption, policy and controls.
• Support major incident response, including resolver‑team engagement, stakeholder updates and post‑incident data capture.
• Document processes, procedures and operational runbooks.
• Communicate technical concepts, process performance and service risk clearly to non‑technical stakeholders.
• Stay up to date with emerging technologies and industry trends and continuously improve systems, processes and methodologies.

Other Duties

• Performs other duties as assigned by management.
• Participates in a 24x7x365 on‑call rotation with the Service Delivery and Operations team.

JOB QUALIFICATIONS & EXPERIENCE

• Requirements: Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience.
• Minimum of 5 years supporting IT operations or IT Service Management in a large, complex enterprise, including 3+ years across cloud, infrastructure, network, application or platform operations.
• Demonstrated experience assuring or operating multiple ITSM practices, including Change Enablement, Incident Management, Service Request Management and Problem Management.
• Practical understanding of change risk assessment, approval models and change governance in a regulated or audited environment.
• Solid working knowledge of ITIL and ITSM practices, with familiarity with the IT4IT reference architecture, ITIL Foundation certification is must.
• Hands‑on experience with ServiceNow, including reporting, workflow configuration and operational data quality.
• Proficiency with Power BI or comparable analytics tooling for building operational dashboards and performance reporting.
• Proficiency in scripting languages such as Python, PowerShell or Bash for automation tasks, and experience working with APIs or low‑code tools.
• Exposure to AI or generative AI technologies applied to operational workflows, or a demonstrated willingness to develop this capability.
• Strong analytical capability in KPI design, trend analysis and data storytelling.
• Familiarity with DevOps or DevSecOps practices and with Azure and AWS operational environments.
• Exposure to incident alerting platforms such as xMatters or PagerDuty is helpful.
• Strong analytical and problem‑solving skills, with the ability to work effectively in a fast‑paced, evolving environment.

MEASURES OF SUCCESS

• Improved change quality, approval compliance and reduction in failed, emergency and unauthorised changes.
• Improved request fulfilment performance, catalogue accuracy and automation coverage.
• Improved incident record quality, routing accuracy and resolution performance.
• Fewer recurring incidents and timely completion of corrective and remediation actions.
• Increased automation adoption, with measurable reductions in manual effort and process variation.
• Improved accuracy, adoption and business relevance of operational reporting and analytics.
• Stronger process adoption, control effectiveness and resolution of assurance findings.
• Documented improvements in service reliability and operational maturity.

If making a difference matters to you, then you matter to us. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

Wolters Kluwer reported 2025 annual revenues of €6.1billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI‑powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI‑powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert‑validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI‑powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud‑based, AI‑powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high‑stakes environments where accuracy and trust are essential. With a nearly 190‑year legacy, WoltersKluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes. For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.