ITIL​/ITSM Coordinator; Release Management

ITIL/ITSM Coordinator (Release Management)

At Staffworxs, we don't just connect talent — we power transformation. Headquartered in Frisco, TX, with teams in Bengaluru and Hyderabad, we combine global reach with deep expertise. Our Digital & Data Analytics practice drives growth and innovation for some of the world's top brands, who continue to retain us as their trusted partner. If you're ready to make an impact, you're in the right place.

We are seeking 5 highly driven Incident / Problem / Change / Release Coordinators to join our growing Service Operations team. This role is critical to ensuring operational stability across enterprise platforms. The selected candidates will take full ownership of incidents — from triage through resolutions, 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.

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

• 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 Service Now or similar ITSM platforms
• Strong documentation and reporting skills

• Experience leading Major Incident bridges
• Experience working in regulated or high-availability environments
• Familiarity with Dev Ops / CI-CD release cycles
• Exposure to cloud environments (AWS, Azure, GCP)
• Experience driving SLA/SLO compliance

Staffworxs is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees, regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.