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Job title: IT Service Management
Location: Kolkata
Contract
Responsibilities
Incident Management
• Incident prioritization and impact analysis
• Major Incident coordination
• Escalation handling
• Communication with business stakeholders
Problem Management
• Root Cause Analysis (RCA)
• Known Error management
• Trend analysis to prevent repeat incidents
Change Management
• Change risk and impact assessment
• CAB coordination
• Emergency vs Normal change handling
• Change success and rollback tracking
Vendor Management
• Vendor SLA monitoring
• Operational and performance reviews
• Incident/change coordination with suppliers
• Escalation governance
• Cross‑functional stakeholder communication
