Associate ITSM Process Specialist
Core
Support day-to-day IT Service Management operations by managing incidents, problems, and changes to meet SLA targets for a global online trading group.
Role type
Associate ITSM Process Specialist
Builds
ITSM operational processes and compliance reporting for global trading operations
Domain
FinTech / Financial Trading / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident management, Critical incident management, Change management coordination, Problem management, CMDB maintenance, SLA adherence, Stakeholder communication, Regulatory reporting
Preferred skills
ITIL V3/V4 Foundation certification, Change management, Problem management, Service Request management, Configuration Management, Financial trading platform troubleshooting
Technologies
CMDB, ITSM tools, Trading platforms
Responsibilities
Oversee incident lifecycle to ensure SLA adherence, Manage problem lifecycle and remedial actions, Coordinate IT resolver groups and chair incident rooms, Communicate with senior management and stakeholders during high-priority incidents, Attend Change Advisory Board meetings, Maintain accurate records of ITSM processes, Provide regular and ad-hoc ITSM reports
Seniority
Junior to Mid-level, hands-on IC
