SME - Problem Management, ServiceNow (IN)

Job Summary: Detailed Job Description Cross Functional ITSM Lead (L3) Major Incident Leadership

• Change Governance
• Problem Elimination
• ServiceNow
• ITIL Process Ownership Role Level L3 / ITSM Lead Experience 10-14 years preferred Service Window 24x7 escalation / on-call Function Cross Functional ITSM Governance Primary Processes Major Incident, Incident Governance, Change Governance, Problem Management, RCA/PIR, CSI Core Tools ServiceNow, Remedy, ITSM dashboards, Excel/Power BI, MS Teams Primary Stakeholders Service owners, PMO, technical towers, vendors, L1/L2 teams, customer leadership Operating Model Cross-functional governance across network, security, tools, field, apps and infrastructure Certifications ITIL Intermediate/Expert preferred; ITIL 4 MP/ServiceNow exposure preferred Document Type Reusable detailed L3 staffing profile 1. Role Summary The Cross Functional ITSM Lead (L3) is accountable for leading and governing Incident Management, Change Management and Problem Management processes across a managed services environment. The role owns major incident leadership, incident lifecycle governance, process compliance, post-incident review, root cause elimination, change governance, CAB/ECAB readiness, high-risk change review, problem backlog governance, KPI/SLA reporting, stakeholder communications, cross-provider coordination, and continuous service improvement. The role is designed for a Burlington-style managed network services model where multiple towers, vendors, PMO, service owners and customer stakeholders must operate through consistent ITIL-aligned processes. 2. Role Purpose & Business Outcomes
• Lead major and critical incidents end-to-end to minimize business impact and drive timely, coordinated service restoration.
• Own process governance for Incident, Change and Problem Management, ensuring adherence to ITIL practices and customer operating procedures.
• Drive root cause elimination through PIR/RCA quality, trend analysis, permanent fix tracking and proactive problem management.
• Govern change quality, CAB/ECAB readiness, risk mitigation, implementation quality, rollback readiness and post-change review.
• Mentor L1/L2 teams and improve process maturity through SOPs, KEDB, dashboards, quality audits and continuous service improvement. 3. Key Roles & Responsibilities
• Major Incident Leadership: Lead P1/P2 and critical incident bridges, establish technical and process ownership, manage restoration cadence, drive escalations and maintain stakeholder confidence.
• Incident Lifecycle Governance: Own incident process health from detection through restoration, resolution acceptance and closure; monitor priority, ownership, SLA, handoffs, escalations and ticket quality.
• Executive Communication: Provide structured business-impact, restoration status, risk and next-step communication to customer leadership, management and internal stakeholders during major incidents.
• PIR / RCA Governance: Lead post-incident reviews, ensure accurate incident timelines, validate contributing factors, track corrective actions and ensure meaningful prevention outcomes.
• Problem Management Ownership: Own problem process governance, problem acceptance/rejection, skilled team assignment, investigation planning, task tracking, KEDB/known error lifecycle and permanent fix closure.
• Proactive Problem Management: Analyze incident trends, repeat incidents, chronic issues, service-impacting patterns, monitoring data and ticket aging to identify preventive problem records or CSI actions.
• Change Governance: Govern Change Management process, CAB/ECAB readiness, risk/impact review, approval readiness, change scheduling conflicts

Detailed Job Description Cross Functional ITSM Lead (L3) Major Incident Leadership

• Change Governance
• Problem Elimination
• ServiceNow
• ITIL Process Ownership Role Level L3 / ITSM Lead Experience 10-14 years preferred Service Window 24x7 escalation / on-call Function Cross Functional ITSM Governance Primary Processes Major Incident, Incident Governance, Change Governance, Problem Management, RCA/PIR, CSI Core Tools ServiceNow, Remedy, ITSM dashboards, Excel/Power BI, MS Teams Primary Stakeholders Service owners, PMO, technical towers, vendors, L1/L2 teams, customer leadership Operating Model Cross-functional governance across network, security, tools, field, apps and infrastructure Certifications ITIL Intermediate/Expert preferred; ITIL 4 MP/ServiceNow exposure preferred Document Type Reusable detailed L3 staffing profile 1. Role Summary The Cross Functional ITSM Lead (L3) is accountable for leading and governing Incident Management, Change Management and Problem Management processes across a managed services environment. The role owns major incident leadership, incident lifecycle governance, process compliance, post-incident review, root cause elimination, change governance, CAB/ECAB readiness, high-risk change review, problem backlog governance, KPI/SLA reporting, stakeholder communications, cross-provider coordination, and continuous service improvement. The role is designed for a Burlington-style managed network services model where multiple towers, vendors, PMO, service owners and customer stakeholders must operate through consistent ITIL-aligned processes. 2. Role Purpose & Business Outcomes
• Lead major and critical incidents end-to-end to minimize business impact and drive timely, coordinated service restoration.
• Own process governance for Incident, Change and Problem Management, ensuring adherence to ITIL practices and customer operating procedures.
• Drive root cause elimination through PIR/RCA quality, trend analysis, permanent fix tracking and proactive problem management.
• Govern change quality, CAB/ECAB readiness, risk mitigation, implementation quality, rollback readiness and post-change review.
• Mentor L1/L2 teams and improve process maturity through SOPs, KEDB, dashboards, quality audits and continuous service improvement. 3. Key Roles & Responsibilities
• Major Incident Leadership: Lead P1/P2 and critical incident bridges, establish technical and process ownership, manage restoration cadence, drive escalations and maintain stakeholder confidence.
• Incident Lifecycle Governance: Own incident process health from detection through restoration, resolution acceptance and closure; monitor priority, ownership, SLA, handoffs, escalations and ticket quality.

Detailed Job Description Cross Functional ITSM Lead (L3) Major Incident Leadership

• Change Governance
• Problem Elimination
• ServiceNow
• ITIL Process Ownership Role Level L3 / ITSM Lead Experience 10-14 years preferred Service Window 24x7 escalation / on-call Function Cross Functional ITSM Governance Primary Processes Major Incident, Incident Governance, Change Governance, Problem Management, RCA/PIR, CSI Core Tools ServiceNow, Remedy, ITSM dashboards, Excel/Power BI, MS Teams Primary Stakeholders Service owners, PMO, technical towers, vendors, L1/L2 teams, customer leadership Operating Model Cross-functional governance across network, security, tools, field, apps and infrastructure Certifications ITIL Intermediate/Expert preferred; ITIL 4 MP/ServiceNow exposure preferred Document Type Reusable detailed L3 staffing profile 1. Role Summary The Cross Functional ITSM Lead (L3) is accountable for leading and governing Incident Management, Change Management and Problem Management processes across a managed services environment. The role owns major incident leadership, incident lifecycle governance, process compliance, post-incident review, root cause elimination, change governance, CAB/ECAB readiness, high-risk change review, problem backlog governance, KPI/SLA reporting, stakeholder communications, cross-provider coordination, and continuous service improvement. The role is designed for a Burlington-style managed network services model where multiple towers, vendors, PMO, service owners and customer stakeholders must operate through consistent ITIL-aligned processes. 2. Role Purpose & Business Outcomes
• Lead major and critical incidents end-to-end to minimize business impact and drive timely, coordinated service restoration.
• Own process governance for Incident, Change and Problem Management, ensuring adherence to ITIL practices and customer operating procedures.
• Drive root cause elimination through PIR/RCA quality, trend analysis, permanent fix tracking and proactive problem management.
• Govern change quality, CAB/ECAB readiness, risk mitigation, implementation quality, rollback readiness and post-change review.
• Mentor L1/L2 teams and improve process maturity through SOPs, KEDB, dashboards, quality audits and continuous service improvement. 3. Key Roles & Responsibilities
• Major Incident Leadership: Lead P1/P2 and critical incident bridges, establish technical and process ownership, manage restoration cadence, drive escalations and maintain stakeholder confidence.
• Incident Lifecycle Governance: Own incident process health from detection through restoration, resolution acceptance and closure; monitor priority, ownership, SLA, handoffs, escalations and ticket quality.