Senior ITSM Consultant(Senior IT Analyst Technical Infrastructure)

Caterpillar Inc.; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Caterpillar Inc. in Bengaluru is seeking a Senior ITSM Consultant (Senior IT Analyst Technical Infrastructure) to lead governance of Incident, Problem, Change, Release, and SLA management. The role requires a 5‑day in‑office schedule from 1pm to 10pm IST, with potential weekend support based on business needs.

You will partner with cross‑functional teams to drive continual service improvements, enhance ITSM tooling, and deliver executive dashboards and governance across global regions.

Qualifications

• Bachelor's degree in computer science or information technology.
• 7+ years hands-on experience in ITSM, ITIL, SLM and ServiceNow.
• ITIL Foundation certification required; higher ITIL certifications preferred.

Responsibilities

• Govern ITSM processes: Incident, Problem, Change, Release, and SLA oversight.
• Coordinate P1/P2 incident response, escalations and bridge leadership.
• Facilitate CAB/eCAB and change governance; manage release windows.
• Lead problem management: RCA, trends, preventive actions, and escalations.
• Produce executive ITSM reporting, dashboards and KPI tracking; drive improvements.
• Support audits, IT controls, SOX compliance and process documentation.
• Oversee on-call schedules and critical support coverage models.
• Lead ITSM validation for ServiceNow releases and analytics migrations.

Skills

ITSM

ITIL

ServiceNow

P1/P2 incidents

CAB management

KPI dashboards

Automation & AI

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Job description

Job Description:

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Career Area:

Technology, Digital and Data

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Description

About Caterpillar

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed to and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

Your Impact Shapes the World at Caterpillar Inc

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Summary

We are seeking a skilled Senior ITSM Consultant (Senior IT Analyst Technical Infrastructure) to join India CoE-Integration & Engg -CAT IT Division. The preference for this role is to be based out of Bangalore - Caterpillar PSN This position requires candidate to work a 5-day -a -week in the office from 1pm -10pm IST. The role may require occasional weekend or off‑hours support based on business needs. Compensatory time off will be provided in accordance with Caterpillar policy

What You Will Do

• Own governance and operational oversight of Incident, Problem, Change, Release, and Service Level Management processes.
• Coordinate enterprise P1/P2 incident response, escalation management, bridge leadership, and follow-up activities.
• Facilitate enterprise CAB, eCAB, change moratorium management, and Infrastructure Change Window governance.
• Lead problem management activities including root cause analysis, trend identification, recurring issue elimination, and preventive action tracking.
• Drive enterprise service level governance, KPI monitoring, SLA compliance, and service improvement initiatives.
• Produce executive‑level ITSM reporting, operational dashboards, metrics, and trend analysis.
• Support audit readiness, IT controls compliance, attestation reviews, and process documentation.
• Provide governance oversight for on‑call schedules, escalation paths, and critical support coverage models.
• Lead and coordinate ITSM validation for ServiceNow platform releases, including release testing, defect identification, Platform Analytics migration support and process‑tool governance.
• Partner with cross‑functional teams to resolve high‑impact production issues and drive continual service improvements.
• Define and improve lifecycle governance for P1 incidents including escalation, closure, downgrade, and transition decision frameworks.
• Lead Regional Change Advisory Board (CAB) weekly meetings
• Facilitate Monthly Infrastructure Change Window (ICW) Releases.
• Drive the identification, assessment and implementation of automation, Agentic AI, Microsoft Copilot and workflow solutions that improve ITSM operational efficiency, governance, reporting and knowledge management.

What You Will Have

• Bachelor’s degree in computer science, Information Technology, or equivalent relevant experience.
• 7+ years of hands‑on experience in IT Service Management (ITSM), ITIL, Service Level Management (SLM), and ServiceNow
• Must be an established ITSM subject matter expert capable of independently leading enterprise Incident, Problem, Change, Release and Service Level Management activities with minimal guidance or process training.
• Experience supporting global organizations across multiple regions (Americas, EMEA, APAC)
• ITIL Foundation certification required; higher ITIL certifications preferred
• Proven experience facilitating Enterprise CAB/eCAB and managing change governance frameworks
• Experience managing P1/P2 incidents and executive communications during critical outages
• Strong analytical skills including trend analysis, problem clustering, RCA review, and continual service improvement
• Advanced ServiceNow experience including platform analytics, reporting, dashboards, testing, and governance
• Experience with IT controls, audit support, SOX controls, and compliance reviews
• Experience with enterprise reporting and executive KPI dashboards
• Experience leveraging AI, Copilot, automation, and workflow technologies to improve ITSM operations
• This position requires candidate to work a 5-day -a -week in the office from 1pm -10pm IST. The role may require occasional weekend or off‑hours support based on business needs. Compensatory time off will be provided in accordance with Caterpillar policy.

Skills Desired:

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Level Extensive Experience:

• Advises others on the assessment and provision of all technical solutions.
• Engages appropriate subject matter resources to effectively resolve technical issues.
• Mentors others to enhance their technical competence and its application to achieve more effective technical solutions.
• Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
• Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
• Assumes accountability for personal technical performance and holds others responsible for theirs.

Technology Advising: Knowledge of effective advisory methods and ability to provide valued information and advice to clients regarding products, technologies, services and solutions for a specific technology domain.

Level Working Knowledge:

• Assesses the current technology environment, expressed needs and initiatives of client organizations.
• Uses an effective consulting method to present technology solutions that resolve stated client business issues.
• Advises clients regarding a family of specific products, technologies or services in a technology domain.
• Demonstrates basic competence and sound business knowledge regarding specific products, technologies or services within a domain of technology expertise.
• Achieves consulting relationship rating of 'professional' by delivering timely, meaningful advice meeting client needs in a narrow set of specific technologies.

Hardware Infrastructure: Knowledge of computer architecture and systems programming; ability to design, build and integrate IT hardware into multi‑platforms for the organization.

Level Extensive Experience:

• Evaluates IT hardware vendors in the market and selects the most suitable products for the organization.
• Guides employees on the integration of IT hardware throughout other organization‑wide platforms.
• Supervises the implementation process of IT hardware ensuring consistency in productivity and overall effectiveness.
• Advises others on business standards and practices for IT hardware in order to meet designer requirements.
• Evaluates the advantages and disadvantages of an organization’s hardware components.
• Diagnoses IT hardware problems and recommends dynamic solutions.

Requirements Analysis: Knowledge of tools, methods, and techniques of requirement analysis; ability to elicit, analyze and record required business functionality and non‑functionality requirements to ensure the success of a system or software development project.

Level Working Knowledge:

• Follows policies, practices and standards for determining functional and informational requirements.
• Confirms deliverables associated with requirements analysis.
• Communicates with customers and users to elicit and gather client requirements.
• Participates in the preparation of detailed documentation and requirements.
• Utilizes specific organizational methods, tools and techniques for requirements analysis.

System Testing: Knowledge of system and software testing; ability to design, plan and execute system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle.

Level Extensive Experience:

• Verifies the proper flow of transactions across all input, output and storage channels or devices.
• Evaluates interoperability of new systems with existing systems during the beta testing phase.
• Supervises the testing of complex, multi‑platform and distributed applications.
• Designs processes to ensure that the system meets and maintains requirements and expectations