Key Responsibilities

• Support the execution of ITSM processes, including Incident, Problem, and Change Management.
• Ensure accurate logging, tracking, and follow-up of service tickets in ITSM tools.
• Assist in coordinating Change Advisory Board (CAB) activities including scheduling, documentation, and follow-ups.
• Monitor service performance against defined SLAs and escalate risks.
• Support daily infrastructure and cloud operations activities.
• Coordinate with internal teams and vendors for issue resolution.
• Prepare service performance reports and maintain documentation.
• Support continuous improvement initiatives and maintain SOPs.
• Timely and accurate execution of ITSM processes
• Proper documentation and tracking of service activities
• Effective coordination between teams and vendors
• Timely escalation of service risks and issues

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field
• 3–5 years of experience in IT operations, infrastructure support, or ITSM
• Basic knowledge of ITIL framework

• ITSM knowledge and tool familiarity (e.g., Freshservice)
• Basic infrastructure and cloud understanding
• Strong communication and coordination skills
• Analytical thinking and problem-solving
• Attention to detail and process adherence