Job Title:  Senior Consultant | ITSM | Bengaluru | Technology Strategy & Transformation

ITSM Centre | Senior Consultant |Bangalore | Rotational Shifts | Contract To Hire

About the Role

We are looking for an experienced ITSM Center of Excellence Consultant – Service Governance, SIAM & Operational Excellence to lead and drive operational governance, service excellence, and continuous improvement across enterprise IT operations. This role serves as a centralized governance function responsible for driving Major Incident Management (MIM), Problem Management, and End-to-End SIAM Governance across a Global complex multi-vendor environment.

The ideal candidate will drive operational maturity by governing ITSM processes, identifying improvement opportunities, enhancing customer experience, improving SLA/KPI performance, reducing ticket volumes, and optimizing ITSM workflows through process standardization and automation.

Key Responsibilities

• Major Incident Management (MIM)
• Drive enterprise-wide Major Incident Management (P1/P2) Bridges, ensuring rapid service restoration and minimal business disruption.
• Lead major incident bridge, governance, executive communications, escalation management, and cross-functional recovery coordination.
• Facilitate Post Incident Reviews (PIR), Root Cause Analysis (RCA), and corrective action governance to reduce recurring incidents.
• Monitor major incident trends and drive initiatives to improve operational resilience and service stability.
• SIAM Governance
• Govern end-to-end service delivery across multiple internal and external service providers.
• Drive vendor governance through SLA/KPI reviews, operational scorecards, and service performance governance.
• Facilitate Daily, Weekly, Monthly, and Quarterly operational governance forums.
• Ensure adherence to ITIL processes, governance standards, and operational policies across support teams.
• Drive accountability through service reviews, action tracking, and governance reporting Business Service Health, Critical Business Services, Service Mapping, Business Impact Analysis & End-to-End Service Availability
• Problem Management
• Drive & govern enterprise Problem Management processes to identify recurring incidents and eliminate underlying root causes using 5 Why’s methodology.
• Drive proactive problem identification through trend analysis, incident correlation, and operational analytics.
• Monitor Problem lifecycle compliance and ensure timely execution of corrective and preventive actions are executed and documented by respective Problem owners within ITSM tool.
• Create & Track Known Errors, Problem Backlog, and permanent fix implementation.
• End-to-End Ticket Governance
• Govern the complete Incident, Problem, Service Request lifecycle across Priority P1–P4 tickets.
• Monitor ticket quality, assignment accuracy, aging, backlog, reassignments, and SLA compliance.
• Identify opportunities to reduce ticket volume through automation, shift-left initiatives, knowledge management, and process improvements.
• Predictive Incident Analytics, Trend Forecasting, Capacity Analytics, Risk-based Governance & Service Health Analytics
• Ensure ticket hygiene, process compliance, and governance adherence across resolver groups.
• Continuous Service Improvement (CSI)
• Identify opportunities to improve:
• Ticket Volume Reduction
• SLA/KPI Performance
• Customer Experience
• First Time Resolution (FTR)
• MTTR Reduction
• Operational Efficiency
• Drive Service Improvement Plans (SIPs) and track realization of operational benefits.
• Conduct ITSM process maturity assessments and recommend best practice improvements.
• Support implementation of automation, AIOps, and workflow optimization initiatives.
• ITSM Process & Tool Governance
• Review and optimize Incident, Major Incident, Problem, Change, Knowledge, and Service Request Management processes.
• Identify workflow enhancement opportunities within ITSM platforms (e.g., ServiceNow).
• Drive standardization of ITSM operating procedures, governance controls, and reporting.
• Collaborate with platform teams to improve ITSM tool adoption, automation, and user experience.
• Reporting & Governance
• Develop executive dashboards and governance reports covering:
• Major Incident Trends
• Ticket Volume Analysis
• SLA/KPI Performance
• Problem Management Metrics
• Backlog & Aging Analysis
• Customer Experience Metrics
• Service Improvement Initiatives
• Present operational insights and recommendations to client leadership and governance forums.

Required Skills & Experience

• 6+ years of experience in ITSM, SIAM, Major Incident Management, Problem Management, or Service Delivery Governance.
• Strong expertise in ITIL Incident, Major Incident, Problem, Change, and Service Request Management.
• Experience governing enterprise IT operations within complex multi-vendor environments.
• Strong understanding of SIAM governance, operational excellence, and service integration principles.
• Experience performing ITSM process assessments, governance reviews, and service improvement initiatives.
• Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or equivalent.
• Strong analytical skills with experience in operational reporting, KPI analysis, and trend management.
• Excellent executive communication, stakeholder management, and presentation skills.
• Experience driving automation, workflow optimization, or AI-enabled operational improvements is desirable.
• Experience driving automation, workflow optimization, or AI-enabled operational improvements is desirable.
• Understanding and experience on Observability platforms: Dynatrace, Datadog, Splunk, AppDynamics, Elastic, Azure Monitor will be added Advantage
• Understanding and experience on Event correlation: Noise reduction, AI-assisted RCA, Predictive incident prevention, Intelligent automation & Generative AI for operational governance will be added Advantage

Preferred Qualifications

• Bachelor’s Degree