Senior Specialist - System Management

LTM; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

LTM in Chennai is seeking an ITSM Specialist to manage end-to-end Incident, Problem, Change and Release Management, ensuring service stability and timely resolutions in a high‑pressure 24x7 environment.

You will drive governance, CAB coordination, and continual service improvement initiatives, collaborate with stakeholders and clients, and deliver executive dashboards on service performance. Experience with ITIL processes and major incidents is essential.

Qualifications

• Strong knowledge of ITIL Incident, Problem, Change and Release Management.
• Experience handling major incidents.
• Hands-on ITSM tool experience (ServiceNow, Remedy, Ivanti).

Responsibilities

• Incident Management lifecycle from detection to resolution and restoration.
• Major incident handling and bridge coordination with stakeholders.
• Coordinate CAB/ECAB meetings and track changes.
• Plan and execute infrastructure releases with minimal disruption.
• Publish incident/problem/change reports and dashboards.
• Drive CSI initiatives and process improvements across ITSM.

Skills

ITIL processes

Major incidents

ITSM tools

Stakeholder comms

24x7 ops

Infrastructure awareness

Tools

ServiceNow

Remedy

Ivanti

Job description

Role Description

Job Description

Hiring Specialist Sr Specialist IT Service Management

Location Chennai Preferred

Grade P4

Domain BFS FSTI

Positions 1

Role Overview

We are seeking an ITSM Specialist to manage endtoend IT service management processes including Incident Problem Change and Infrastructure Release Management The role involves ensuring service stability driving root cause resolution governing change processes and Planning coordinating smooth Infrastructure releases with minimal business impact

Key Responsibilities

• 1 Incident Management
• Manage P1P2 major incidents including bridge coordination and stakeholder communication
• Drive incident lifecycle from detection to resolution and service restoration
• Ensure SLA adherence and timely escalations for critical incidents
• Provide realtime status updates to stakeholders and clients
• Conduct incident reviews and identify improvement opportunities
• 2 Problem Management
• Lead Post Incident Reviews PIRs for highseverity incidents
• Perform Root Cause Analysis RCA and document problem records
• Track problem tickets and ensure closure of corrective actions
• Identify recurring trends and drive proactive problem management
• 3 Change Management
• Coordinate and govern CAB ECAB meetings
• Review approve and track change requests based on risk and impact
• Monitor change lifecycle including pendingfailed changes
• Ensure compliance with ITIL change governance and audit requirements
• Conduct Post Implementation Reviews PIRs for failedcritical changes
• 4 Infrastructure Release Management
• Plan coordinate and execute Infrastructure ReleaseGreen Zones
• Identify risks and ensure minimal business disruption during deployments
• Support postrelease validation and incident stabilization
• 5 Reporting Governance
• Prepare and publish incident problem and change reports
• Provide executive dashboards and service performance insights
• Ensure compliance with ITIL processes and audit readiness
• 6 Continuous Service Improvement
• Drive process optimization initiatives across ITSM functions
• Identify gaps risks and opportunities for automation and efficiency
• Maintain CSI Continual Service Improvement logs and action plans

Required Skills Experience

• Strong knowledge of ITIL Incident Problem Change Release Management
• Experience in handling major incidents
• Handson experience with ITSM tools eg ServiceNow Remedy Ivanti
• Understanding of infrastructure applications and dependencies
• Strong stakeholder communication and clientfacing skills
• Ability to work in highpressure 24x7 production environments

Preferred Qualifications

• ITIL V3V4 certification
• Experience in financial services enterprise environments
• Exposure to DRBCP and release governance frameworks
• Knowledge of reporting tools eg Power BI