Senior ITSM Consultant(Senior IT Analyst Technical Infrastructure)

Caterpillar Inc; Bengaluru; On-site; INR 2,500,000 - 4,200,000; Full time

Benefits offered by this job

Compensatory time off

Office-based role (Mon-Fri)

Job summary

Caterpillar Inc. in Bengaluru is seeking a Senior ITSM Consultant to lead ITSM governance and end-to-end processes within India CoE-Integration & Engg. The role focuses on incident, problem, change, release, and SLM management with enterprise-scale oversight.

Qualifications include 7+ years in ITSM/ITIL and ServiceNow expertise, plus ITIL certification. The position requires five days in the office from 1 pm to 10 pm IST and is based in Bangalore with occasional off-hours support.

Qualifications

• Bachelor's degree in computer science, information technology, or equivalent.
• 7+ years of hands-on ITSM, ITIL, SLM and ServiceNow experience.
• Ability to lead incident, problem, change and release management with minimal guidance.
• Experience supporting global organizations across regions.
• ITIL Foundation certification required; higher ITIL certifications preferred.

Responsibilities

• Own governance and operational oversight of ITSM processes including incident, problem, change, release and SLM.
• Coordinate P1/P2 incident responses, escalation, bridge leadership and follow-up activities.
• Facilitate CAB/eCAB and change governance; oversee release windows.
• Lead problem management with RCA, trend analysis and preventive actions.
• Produce executive ITSM dashboards, reports, and KPI tracking.
• Support audit readiness, IT controls and SOX reviews; assist documentation.
• Oversee on-call schedules, escalation paths, and coverage models.
• Lead ITSM validation for ServiceNow releases and platform analytics migration.

Skills

Technical Excellence

Technology Advising

Hardware Infrastructure

Requirements Analysis

System Testing

Education

Bachelor's degree in computer science or equivalent

Tools

ServiceNow

Job description

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.

Responsibilities

• 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 working five days a week in the office from 1 pm to 10 pm 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

• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
• 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.
• Hardware Infrastructure: Knowledge of computer architecture and systems programming; ability to design, build and integrate IT hardware into multi-platforms for the organization.
• 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.
• 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.