Required Qualifications
4 5 years of IT Service Management experience with focus on Incident, Problem, and Change Management
Strong knowledge of ITIL framework (v3 or v4)
Hands-on experience with ServiceNow (Incident, Problem, Change, Reporting modules)
Proven experience managing major incidents in high-pressure environments
Strong understanding of how change controls reduce incident recurrence and improve stability
Experience in data analysis, reporting, and dashboard development
Excellent verbal and written communication skills with ability to provide executive-level updates
Ability and willingness to provide support during weekends and off-hours as needed
Preferred Qualifications
Experience in financial services or highly regulated environments
ITIL certification (Foundation or higher)
Experience supporting 24x7 enterprise operations
Exposure to risk management and control frameworks
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