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ITIL Process Manager – Incident and Problem Management
Milestone PLM Solutions Private LimitedITIL Process Manager responsible for designing Incident and Problem Management processes in global IT organization. Improve operational consistency and process adoption amid critical events and high-severity situations.
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Design and maintain the global Incident and Problem Management processes to ensure consistency, clarity, and operational excellence across all IT teams.
- Guide and support the IT teams with structured processes that strengthen response quality for critical and high-impact cases.
- Promote and drive adoption of ITSM processes across the IT organization through training, communication, and ongoing collaboration.
- Analyze and report key process metrics and trends to identify improvement opportunities and inform decision-making at senior leadership level.
- Partner with ITSM platform owners to enhance process automation, workflow design, and system configuration that supports process maturity.
- Champion continuous improvement by identifying gaps, conducting process reviews, and implementing enhancements that strengthen stability and reduce recurring incidents.
Requirements
What you’ll need- Bachelor's degree in Computer Science, Information Technology, or a related field
- Minimum of 5 years of experience in IT service management, with at least 3 years as a process manager
- Core competencies in IT process design and optimization based on ITIL best practices. Keeping up-to-date with emerging trends and technologies in ITSM
- Demonstrated expertise in managing and coordinating teams to drive operational excellence.
- ITIL certification at least at foundation level. Information Security Foundation based on ISO 27001 is desirable
- Fluent English
- Excellent communication and analytical skills
Benefits
Comp & perks- Flexible working arrangements
- Access to training, learning resources, and certifications
- Individual development plans aligned with your career goals
- Supportive leadership and regular feedback
- Opportunities for cross-functional and cross-regional collaboration
- Social activities and spaces to connect with colleagues
- 25 days’ vacation
- Employer covered luxury health and dental packages
- Transportation benefits
- Compliments gift card
- Food vouchers
- Multisport card covered by the employer
- Employee Assistance Program supporting mental, financial and legal topics
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT service managementprocess designprocess optimizationprocess automationworkflow designsystem configurationincident managementproblem managementdata analysismetrics reporting
Soft Skills
communicationanalytical skillsteam managementcollaborationtrainingleadershipoperational excellencecontinuous improvementproblem-solvingdecision-making
Certifications
ITIL certificationInformation Security Foundation based on ISO 27001