Senior ITSM Consultant(Senior IT Analyst Technical Infrastructure)

Caterpillar Brazil; Bengaluru; On-site; INR 2,400,000 - 3,600,000; Full time

Benefits offered by this job

Relocation assistance

Paid time off

Health and Wellness

Career development opportunities

Employee resource groups

Pay for performance

Job summary

Caterpillar Inc. is seeking a Senior ITSM Consultant to join India CoE-Integration & Engg - CAT IT Division in Bangalore.

You will own governance of Incident, Problem, Change, Release, and SLA management, coordinate P1/P2 response, and lead CAB/eCAB governance while driving IT controls and AI-enabled improvements. The role requires 7+ years in ITSM/ITIL with ServiceNow expertise, cross-regional experience, and strong analytical skills.

Qualifications

• Bachelor’s degree in computer science, Information Technology, or equivalent relevant experience.
• 7+ years hands‑on ITSM/ITIL/SLM and ServiceNow experience.
• Experience leading enterprise Incident, Problem, Change, Release and SLA management.

Responsibilities

• Own governance and operational oversight of Incident, Problem, Change, Release, and SLA management processes.
• Coordinate P1/P2 incident response, escalation management, and bridge leadership.
• Facilitate enterprise CAB/eCAB and change governance across regions.
• Lead root cause analysis, trend identification, and continual service improvement.
• Deliver executive ITSM reporting, dashboards, and KPI oversight.
• Support IT controls, SOX, audits, and compliance reviews.

Skills

ITSM

ITIL

ServiceNow

CAB/eCAB

P1/P2 incidents

KPI dashboards

IT controls / SOX

AI / automation

Cross-regional experience

Education

Bachelor's degree in computer science / IT

Tools

ServiceNow platform analytics

Job description

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.

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

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.

Benefits

Work Life Harmony

• Earned and medical leave.
• Relocation assistance.
• Holistic Development.
• Personal and professional development through Caterpillar ’s employee resource groups across the globe.
• Career developments opportunities with global prospects.
• Health and Wellness.
• Medical coverage -Medical, life and personal accident coverage.
• Employee mental wellness assistance program.
• Financial Wellness.
• Employee investment plan.
• Pay for performance -Annual incentive.
• Bonus plan.

Additional Information

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers This position requires working onsite five days a week. Visa Sponsorship is not available for this position.

Posting Dates

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar. Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.