Senior Support Engineer

Job Description – ITSM Process Specialist (L2/L3) – MIM / Problem / Change / Request Management 

Role Overview 

The ITSM Process Specialist is responsible for end-to-end execution, governance, and continuous improvement of ITSM processes, including: 

Major Incident Management (MIM) 

Problem Management 

Change Management 

Request Fulfilment 

This role ensures service stability, process compliance, faster resolution, and improved service quality, while acting as a bridge between operations teams and client stakeholders. 

Key Responsibilities 

1. Major Incident Management (MIM) – Critical Function 

Lead and manage P1/P2 incidents end-to-end 

Drive: 

Coordination across technical teams (Infra, App, Network, EUC) 

Ensure: 

Structured communication to stakeholders (especially client leadership) 

Track and enforce: 

Updates cadence 

Document: 

Impact and resolution summary 

 This role must stay calm and structured during chaos 

2. Problem Management 

Identify and drive root cause analysis (RCA) for recurring incidents 

Analyze trends: 

Repeat failures 

Maintain: 

Implement permanent fixes 

Standard, Normal, Emergency changes 

Review and validate: 

CAB (Change Advisory Board) meetings 

Ensure: 

Minimal business disruption 

Track: 

Request logging → approval → fulfilment → closure 

Ensure: 

Standardization of request catalog 

Optimize request workflows and automation 

5. Process Governance & Compliance 

Ensure adherence to ITIL processes across all towers 

Audit: 

Incident trends 

Change success rates 

Improve service quality 

Process performance 

SLA breaches 

Incident, problem, change, request modules 

Drive automation in: 

Incident routing 

Improve tool utilization and efficiency 

Required Skills & Qualifications 

Technical / Process Skills 

Strong hands-on experience in: 

Major Incidents (P1/P2) 

RCA reviews 

Strong understanding of: 

Service governance 

Tool Expertise 

Experience with: 

Other ITSM tools (Remedy, Jira Service Management) 

Analytical Skills 

Ability to: 

Identify root causes 

ITIL Foundation (mandatory)