Your browser does not support javascript! Please enable it, otherwise web will not work for you.

Sr. Engineer - Service Management @ Hitachi Vantara

Home > IT Network

 Sr. Engineer - Service Management

Job Description

 Location:  New Delhi  Function:  HD IT
 Requisition ID:  1033192
 Our Company Were Hitachi Digital, a company at the forefront of digital transformation and the fastest growing division of Hitachi Group. Were crucial to the companys strategy and ambition to become a premier global player in the massive and fast-moving digital transformation market.Our group companies, including GlobalLogic, Hitachi Digital Services, Hitachi Vantara and more, offer comprehensive services that span the entire digital lifecycle, from initial idea to full-scale operation and the infrastructure to run it on. Hitachi Digital represents One Hitachi, integrating domain knowledge and digital capabilities, and harnessing the power of the entire portfolio of services, technologies, and partnerships, to accelerate synergy creation and make real-world impact for our customers and society as a whole.Imagine the sheer breadth of talent it takes to unleash a digital future. We dont expect you to fit every requirement your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us. The role: 
  • Process Ownership:
  • Own, design and implement the IT Service Management (ITSM) processes, ensuring alignment with global standards and business objectives.
  • Define, document, and maintain ITSM processes, ensuring clarity, consistency, and adherence to best practices such as ITIL.
  • Continuously review and improve processes, incorporating feedback from stakeholders and lessons learned from operational performance.
  • Act as the key point of contact for process-related questions, issues, and escalations.
  • Manage major incidents, changes, and problems, ensuring they are processed according to the implemented processes.
  • Collaborate with IT teams and stakeholders to ensure processes are implemented consistently globally.
  • Provide regular or on-demand reports to Management and Stakeholders.
  • Business Analysis:
  • Work closely with IT teams, Management and Customers to gather and document requirements for ITSM processes, ensuring they meet the needs of the organization.
  • Translate business needs into clear, actionable requirements for process enhancements and system configurations.
  • Process Improvement & Optimization:
  • Monitor process performance metrics (KPIs, SLAs) and analyze process data to identify inefficiencies, bottlenecks, or areas for improvement.
  • Propose and implement process improvements that enhance efficiency, reduce costs, and improve user satisfaction.
  • Lead initiatives for automating workflows and integrating processes with ITSM tools such as Jira Service Management, ServiceNow.
  • Stakeholder Management:
  • Serve as the primary liaison between the IT Service Management team and IT teams, business/Customer stakeholders to ensure alignment of service management processes with business objectives.
  • Regularly communicate process performance, improvements, and changes to the management and stakeholders.
  • Provide training and guidance to process users across the organization to ensure proper adherence and understanding of ITSM processes.
  • Tool and Technology Alignment:
  • Collaborate with IT teams and vendors to ensure ITSM tools (e.g., Jira Service

    • Management, Service Now) are configured and optimized to support global processes.
  • Define and maintain reporting dashboards and tools to provide transparency into process performance and drive continuous improvement.
    •  What youll bring: 
  • EducationBachelors degree in Information Technology or a related field.
  • Experience:
  • Minimum 3-5 years of experience in IT Service Management, End-user support roles, with at least 2-3 years in process ownership or business analysis.
  • Experience working in global or multi-regional environments is highly desirable.
  • Technical Knowledge:
  • Deep understanding of ITIL processes, with practical experience in key ITSM processes such as Change Management, Incident Management, and Problem Management.
  • Strong experience with ITSM tools such as Jira Service Management, ServiceNow, or other service management platforms.
  • Strong experience in process analytics and reporting.
  • CertificationsITIL v4 Foundation certification is required;
  • Business Analysis Skills:
  • Proven ability to elicit, document, and manage business requirements, ensuring they are aligned with both business goals and technical feasibility.
  • Strong analytical skills to assess process performance and identify opportunities for improvement.
  • Leadership & Communication Skills:
  • Excellent interpersonal and communication skills, capable of working with global stakeholders across multiple regions, different teams and customers.
  • Ability to manage and facilitate collaboration between cross-functional teams.
  • Process Improvement Focus:
  • Experience in process re-engineering, including identifying and implementing automation and efficiency gains.
  • Strong problem-solving skills, capable of identifying root causes and implementing lasting solutions.
  • LanguagesUpper Intermediate or higher in English is essential.
    •  About us #LI-RR1 Championing diversity, equity, and inclusion  

    Job Classification

    Industry: Software Product
    Functional Area / Department: Engineering - Hardware & Networks
    Role Category: IT Network
    Role: Network (Support) Engineer
    Employement Type: Full time

    Contact Details:

    Company: Hitachi Vantara
    Location(s): Delhi, NCR

    + View Contact

    Keyskills:   business analysis itsm ownership itil processes itil project management service management problem management change management sql plsql production support servicenow service engineering incident management application support unix jira

     Fraud Alert to job seekers!

    ₹ Not Disclosed

    Similar positions

    M365 Engineer II M365 Engineer II

    • Zensar
    • 7 - 12 years
    • Kolkata
    • 18 hours ago
    ₹ Not Disclosed

    IT Systems Administrator (Level 3 Support Engineer)

    • P Mukhopadhyay
    • 5 - 7 years
    • Kolkata
    • 21 hours ago
    ₹ Not Disclosed

    Network Engineer

    • Infogain
    • 4 - 7 years
    • Pune
    • 2 days ago
    ₹ Not Disclosed

    Associate Engineer-NOC

    • Orange Business
    • 0 - 4 years
    • Noida, Gurugram
    • 5 days ago
    ₹ Not Disclosed

    Hitachi Vantara

    Hitachi Vantara India Pvt. Ltd

    IndigoJobs © 2025

    For enquiries: contact(at)indigojobs.in

    We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in