Join our dynamic team as a Senior Consultant specializing in IT Service Management (ITSM) within Platform Development & Integration. This role is based in Bengaluru and focuses on driving excellence in incident management and service recovery.

We are seeking a seasoned professional to enhance our service delivery capabilities. You will be instrumental in managing critical incidents, ensuring swift recovery, and implementing robust ITSM processes. This is an exciting opportunity to contribute to a leading organization and shape the future of our service management operations.

Lead and coordinate incident response efforts, meticulously assessing and prioritizing incidents to minimize impact. Effectively communicate with all stakeholders, providing clear and timely updates throughout the incident lifecycle.

Oversee recovery processes, ensuring adherence to best practices and ITIL standards. Standardize processes to guarantee consistent application of incident management protocols across the board.

Coordinate team efforts, clearly defining and overseeing the roles and responsibilities of team members. Conduct comprehensive incident assessments, prioritizing actions, determining incident scope, identifying necessary resources, and efficiently deploying personnel.

Generate detailed weekly and monthly reports, aligning with client Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Perform regular health checks on logged incidents.

Serve as the primary communication hub for major incidents, liaising with internal and external parties. Ensure well-defined incident response procedures are documented and strictly followed.

Drive continuous service improvements for the incident process and the ITSM incident module. Proactively identify opportunities for process enhancement and lead implementation efforts.

A strong working knowledge of application support and service management tools such as ServiceNow and JIRA is essential. You should possess a solid understanding of issue resolution and escalation practices.

Familiarity with public cloud environments and monitoring tools like Dynatrace and Grafana is required. Proven experience in managing complex incidents and driving service improvements is critical for success in this role.

Candidates should have a Bachelor's or Master's degree. The ability to effectively assess situations, prioritize actions, and coordinate response efforts is paramount. Excellent communication skills are necessary to interact with diverse stakeholders.