Sr. Major Incident Management Engineer

GAVS Technologies N.A., Inc; Chennai District; On-site; INR 800,000 - 1,500,000; Full time

Job summary

GAVS Technologies N.A., Inc. is seeking a skilled ITSM Lead to design, implement, and optimize ITSM processes within an ITIL framework.

The role involves governing major ITSM domains, defining SLAs/OLAs, and driving continual service improvement across diverse stakeholder groups. You will manage ITSM tools such as ServiceNow, BMC Remedy, or Cherwell, and mentor service desk staff while ensuring compliance with regulatory and corporate IT policies.

Qualifications

• 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 processes.

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.
• Define and maintain SLAs, OLAs, and KPIs for IT services with stakeholders.
• Ensure compliance with regulatory and corporate IT policies.
• Manage and support ITSM tools (ServiceNow, BMC Remedy, Cherwell).
• Coordinate with cross-functional IT and business teams for 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.

Skills

ITIL knowledge

Stakeholder management

Analytical thinking

Communication skills

Governance & compliance

Coaching/mentoring

Education

Bachelor’s degree in Computer Science or Information Systems

Tools

ServiceNow

BMC Remedy

Cherwell

Job description

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 processes.