Sr. Major Incident Management Engineer

Neurealm Company; Chennai; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Neurealm Company is seeking a Senior Incident Management Engineer to lead ITSM process design and optimization in Chennai. The role focuses on Incident/Problem/Change management, SLA/Ola/KPI definition, and governance across IT services.

You will mentor the service desk, drive continual improvement, and participate in audits and risk assessments. ITIL-certified professionals with 3–6 years of ITSM experience are preferred.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• ITIL Foundation certification required; Intermediate/Expert preferred.
• 3–6 years of ITSM experience with strong ITIL knowledge.

Responsibilities

• Lead design, implementation, and optimization of ITSM processes using ITIL.
• Oversee Incident, Problem, Change, Release, Configuration, Service Catalog, and Request Fulfillment.
• Define SLAs/OLAs/KPIs, drive analytics, and report on service performance.
• Mentor staff and participate in audits, risk assessments, and governance.

Skills

ITIL

Incident Management

Change Management

Stakeholder Management

Analytical Skills

Education

Bachelor’s degree in Computer Science or Information Systems

Tools

ServiceNow

BMC Remedy

Cherwell

Job description

## Sr. Major Incident Management Engineer18-05-2026 18:32:23Job\\_3041413 - 6 years* Chennai, Tamil Nadu, India (CHN)Key Responsibilities:Lead the design, implementation, and optimization of ITSM processes using ITIL framework.Oversee core ITSM processes: Incident, Problem, Change, Release, Configuration, Service Catalog, and Request Fulfillment.Work closely with stakeholders to define and maintain SLAs, OLAs, and KPIs for IT services.Ensure compliance with regulatory and corporate IT policies.Manage and support ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).Coordinate with cross-functional IT and business teams to drive root cause analysis and continual service improvement.Produce regular service performance reports and lead service review meetings.Provide guidance, coaching, and mentoring to service desk and support staff in ITSM best practices.Participate in audits, risk assessments, and IT governance activities.Lead ITSM maturity assessments and drive process improvement initiatives.Qualifications & Skills:Bachelor’s degree in Computer Science, Information Systems, or a related field.ITIL Foundation certification required; ITIL Intermediate/Expert or v4 Managing Professional preferred.3 to 6 years of experience in IT service management.Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or similar.Strong knowledge of ITIL best practices and frameworks.Excellent communication, analytical, and stakeholder management skills.Experience with change management, governance, and compliance processesApply Now