Urgent Requirement :: ITIL/ITSM Coordinator :: Remote
Tushar Chauhan
Hello,
Please find the job description for the position of ITIL/ITSM Coordinator
below, and kindly
let me know if you are interested or would like to proceed further.
Role Overview
This role is critical to ensuring operational stability across enterprise platforms. The selected candidates will take full ownership of incidents — from triage through resolution — coordinating across technical teams to drive timely fixes, minimize business impact, and ensure structured governance across ITIL processes.
If you are someone who thrives in high-visibility, high-accountability environments and can drive issues to closure with urgency and structure — we want to talk to you.
🎯 Key Responsibilities
🔥 Incident Management
- Triage incoming incidents and prioritize based on impact and urgency
- Take full ownership of incident lifecycle from detection to resolution
- Coordinate cross-functional teams (Infrastructure, Application, Network, Security, etc.)
- Lead Major Incident bridges and stakeholder communications
- Ensure SLA adherence and minimize downtime
- Provide executive-ready status updates during critical incidents
🛠 Problem Management
- Identify recurring incidents and drive root cause analysis (RCA)
- Facilitate post-incident reviews
- Track corrective and preventive actions to closure
- Work with engineering teams to eliminate systemic issues
🔄 Change Management
- Coordinate and review change requests
- Ensure proper risk assessment and backout planning
- Facilitate CAB meetings
- Monitor change execution and manage change-related incidents
🚀 Release Coordination
- Coordinate release schedules across multiple teams
- Validate deployment readiness
- Ensure proper communication before and after releases
- Monitor post-release stability
Required Skills & Experience
- 5+ years in IT Operations / Service Management roles
- Strong hands-on experience in:
- Incident Management
- Problem Management
- Change & Release coordination
- Deep understanding of ITIL framework (ITIL certification preferred)
- Experience working in enterprise environments with cross-functional teams
- Strong stakeholder communication skills (technical + business)
- Ability to manage high-severity (P1/P2) incidents under pressure
- Experience with ServiceNow or similar ITSM platforms
- Strong documentation and reporting skills
Preferred Qualifications
- Experience leading Major Incident bridges
- Experience working in regulated or high-availability environments
- Familiarity with DevOps / CI-CD release cycles
- Exposure to cloud environments (AWS, Azure, GCP)
- Experience driving SLA/SLO compliance
Thanks & Regards,
Tushar Chauhan
tushar.chauhan@infojiniconsulting.com
https://www.linkedin.com/in/tushar-chauhan-aa8849239/
