Senior ITSM Consultant(Senior IT Analyst Technical Infrastructure)

Job Summary

Core Responsibilities

• Own governance for Incident, Problem, Change, Release, and Service Level Management processes.
• Coordinate P1/P2 incident response, escalations, bridge leadership, and follow-up activities.
• Facilitate CAB and eCAB meetings and govern Infrastructure Change Window releases.
• Lead root cause analysis, trend identification, recurring issue elimination, and preventive actions.
• Monitor KPIs and SLAs and drive service improvement initiatives.
• Produce executive ITSM reports, dashboards, metrics, and trend analysis.
• Support audit readiness, IT controls compliance, attestation reviews, and process documentation.
• Oversee on-call schedules, escalation paths, and critical support coverage models.
• Validate ServiceNow releases through testing, defect identification, analytics migration support, and governance.
• Implement automation, Agentic AI, Microsoft Copilot, and workflow solutions for ITSM operations.

Required Qualifications

• Bachelor’s degree in computer science, information technology, or equivalent relevant experience.
• At least 7 years of hands-on ITSM, ITIL, Service Level Management, and ServiceNow experience.
• Established ITSM subject matter expertise with independent enterprise process leadership.
• Experience supporting global organizations across the Americas, EMEA, and APAC.
• ITIL Foundation certification is required; higher ITIL certifications are preferred.
• Experience with Enterprise CAB/eCAB, P1/P2 incidents, executive outage communications, and change governance.
• Advanced ServiceNow experience with analytics, reporting, dashboards, testing, and governance.
• Experience with IT controls, audit support, SOX controls, compliance reviews, and executive KPI dashboards.

Schedule and Coverage

• The position requires working five days per week in the office from 1 p.m. to 10 p.m. IST.
• Occasional weekend or off-hours support may be required based on business needs.
• Compensatory time off will be provided according to Caterpillar policy.

Technical Capability Areas

• Technical excellence and technology advising.
• Hardware infrastructure and systems software infrastructure.
• Requirements analysis and system testing.
• Technical troubleshooting and technical writing or documentation.

Benefits and Development

• Work-life harmony, earned leave, medical leave, and relocation assistance.
• Personal and professional development through global employee resource groups.
• Career development opportunities with global prospects.
• Medical, life, and personal accident coverage.
• Employee mental wellness assistance program.

About Caterpillar