Itil Process Analyst / Itil Support @ White Horse Manpower

Job Description

Job Description:

We are hiring an experienced ITIL Process Analyst / Support Professional with hands-on knowledge of ITIL practices. The ideal candidate will ensure proper IT service delivery, manage incidents, problems, and changes effectively, and contribute to service improvement initiatives.

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Roles & Responsibilities:

• Implement and manage ITIL-based processes: Incident, Problem, Change, and Service Request Management

• Monitor, log, and resolve service tickets using ITSM tools

• Conduct root cause analysis and ensure timely resolution of recurring incidents

• Participate in change advisory board (CAB) meetings and assist with change evaluations

• Ensure SLA adherence, generate performance reports, and suggest service improvements

• Coordinate with technical teams, business users, and vendors for issue resolution

• Maintain documentation of ITIL processes, SOPs, and work instructions

• Drive process compliance and continuous improvement initiatives

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Requirements:

• Graduate in Computer Science, IT, or related field

• 26 years of experience in ITIL-based support or service management roles

• ITIL v3 or ITIL 4 Foundation Certification is mandatory

• Experience with ITSM tools like ServiceNow, BMC Remedy, or similar

• Strong understanding of incident, change, and problem management lifecycle

• Good communication and coordination skills

• Ability to work in a fast-paced, 24/7 support environment

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To Apply:

Please Walk-in Directly (Monday to Saturday, 9 AM to 6 PM)
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White Horse Manpower
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Address:
#12, Office 156, 3rd Floor, Jumma Masjid Golden Complex,
Jumma Masjid Road, Bangalore 560051

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Keyskills:   incident management cab itsm sla servicenow change management problem management bmc remedy