ITSM Service Manager

 

Responsibilities

• Key Responsibilities Service Management & Client Engagement Oversee the end to end lifecycle of ServiceNow tickets (incidents, problems, and service requests). Conduct daily stand-up meetings with clients to review ongoing issues and updates. Deliver Monthly Service Review (MSR) presentations, highlighting KPIs, resolved issues, and improvement areas. Monitor incident trends and proactively resolve recurring issues through problem management or automation. Technical Operations & Troubleshooting Manage and support multiple integrated applications within the IT ecosystem. Ensure smooth operation of data feeds and scheduled job maintenance. Troubleshoot and resolve system-level issues, leveraging error logging and alert monitoring tools. Collaborate with cross-functional teams to ensure timely and effective issue resolution. ITSM & Process Excellence Apply ITSM methodologies to enhance service delivery and ensure compliance with best practices. Maintain documentation and contribute to continuous improvement initiatives. Technical Expertise Demonstrate working knowledge of Core Java, Spring Boot, Spring Core, Microservices, JavaScript, HTML, CSS, RESTful APIs, HTTP, and networking ServiceNow and other ticketing tools