Senior IT Process Manager (Contractual Role)

Midland Credit Management India Private Limited; Gurugram District; Hybrid; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Transportation Services

Meal Facilities

Career Growth Opportunities

Captive Unit Advantage

Continuous Learning

Job summary

Midland Credit Management India Private Limited is seeking an experienced Incident and Service Request Manager to oversee ITIL-aligned processes and drive cross-team collaboration. The role emphasizes maintaining policies, reporting, and continuous improvement to minimize business impact.

The candidate should demonstrate strong communication, stakeholder management, and problem-solving skills, with experience in ITSM and end-to-end incident handling across the organization.

Qualifications

• Experience designing, developing and implementing ITIL-aligned processes.
• Strong knowledge of ITSM processes across the organization.
• Excellent communication and stakeholder management capabilities.
• Able to facilitate discussions and drive consensus with cross-functional teams.
• Experience with change, problem, and knowledge management.

Responsibilities

• Manage lifecycle of Incident and Service Request management.
• Lead and coordinate major incident responses, including escalation and resolution communications.
• Drive efficiency of incident management processes and MTTR reduction.
• Chair major incident bridges and ensure end-to-end resolution.
• Maintain incident management policies and liaison with other processes.
• Act as process owner for incident management and collaborate with senior mgmt.
• Create documentation and publish executive, operational, and management reports.
• Implement improvements to prevent recurrence of incidents.

Skills

ITIL knowledge

Incident management

Service Request fulfillment

Stakeholder management

Communication skills

MS Office tools

Facilitation & negotiation

Problem solving

Change management awareness

Education

Bachelor's

Tools

MS Office

Job description

Role & responsibilities

• Managing life cycle of Incident & Service Request management.
• Responsible for driving, managing, and coordinating the response to all major incidents including escalation, follow through, dissemination of workarounds or resolution advice and closure. Responsible for timely, clear, accurate and punctual communications to stakeholders and customers.
• Driving the efficiency and effectiveness of the incident management process.
• Ensuring that all IT teams follow the incident management process for every incident. Responsible for chairing and driving major incident management bridges to reduce MTTR (Mean Time to Repair).
• Maintain and uphold Incident Management policies and procedures in accordance with ITIL processes
• Acting as process owner of incident management and liaison with other service management processes.
• Maintain and improve the Incident Management process by working with senior management across vast communities of our business.
• Create and maintain required documentation (policies, standards, baselines, guidelines, and procedures)
• Gathers, consolidates, and refines data to publish executive, operational, and management level reporting and analysis.
• Drive improvements to ensure that lessons are learned from incidents and that any work required to prevent a future reoccurrence.
• Plans and manages support for request fulfillment tools and processes.
• Manage, coordinate, track, and report on service request and service catalogue management activities.
• Monitoring and reporting the agreed Key Performance Indicators (KPI) corresponding to the compliance with customer and management.
• Responsible for ensuring that the Request Fulfilment process operates in a truly end-to-end manner, are fully integrated with other resolver group processes and all Service Integrator roles are clearly identified and fulfilled.

Preferred candidate profile:

EDUCATION: Bachelor's FIELD OF STUDY: Any

Language Required : English

Incident Management and Service Request Fulfillment.

Change Management.

Problem Management.

Knowledge Management.

Continual Service Improvement.

Experience of designing, developing and/or implementing ITIL aligned processes.

Should have extensive knowledge on ITSM.

Good knowledge of Microsoft Office Tools, Good communication skills.

Good knowledge of all the ITSM processes at Organization level.

Awareness of the role IT plays in enabling the business objectives to be met & Customer service skills.

The competence, knowledge, and information necessary to complete their role .

The ability to use, understand and interpret the best practice, policies, and procedures to ensure adherence.

Effective facilitation and influencing skills.

Strong stakeholder management skills.

Conflict resolution and negotiation skills.

Good listening and communications skills.

Perks and Benefits

• Transportation Services: Convenient and reliable commute options to ensure a hassle-free journey to and from work.
• Meal Facilities: Nutritious and delicious meals provided to keep you energized throughout the day.
• Career Growth Opportunities: Clear pathways for professional development and advancement within the organization.
• Captive Unit Advantage: Work in a stable, secure environment with long‑term projects and consistent workflow.
• Continuous Learning: Access to training programs, workshops, and resources to support your personal and professional growth.