Job Description & How to Apply Below
The Intermediate Specialist within the Service Management plays a pivotal role in ensuring that IT services are delivered effectively and meet the needs of the business, in alignment with ITIL (Information Technology Infrastructure Library) framework. The position is responsible for supporting and optimizing end-to-end service lifecycle processes—primarily focusing on Service Operation and Service Transition phases, with a strong contribution to Continual Service Improvement (CSI).
As a key facilitator and process steward, the specialist ensures that service management practices are embedded, documented, measured, and continuously improved. Working under the guidance of the Team Lead, Service Management, the role coordinates the management of incidents, problems, service requests, and changes, ensuring alignment with defined SLAs and OLAs and contributing to the maintenance of the service catalog, configuration management database (CMDB), and process documentation.
The role requires cross‑functional collaboration with technical teams, support staff, vendors, and business stakeholders to deliver seamless service delivery while adhering to ITIL best practices and tailoring processes to organizational needs. Additional responsibilities include contributing to training and awareness campaigns, process maturity assessments, and advancing the organization’s service management maturity.
Duties & Responsibilities
Manage and Support the full IT Service Management (ITSM) lifecycle, including Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement in alignment with ITIL best practices.
Support ITSM Process Areas such as:
Incident Management, Problem Management, Change Management, Configuration Management, Request Fulfillment and Knowledge Management.
Promote adoption and adherence to ITSM processes through training, communication, and stakeholder engagement.
Ensure effective service operation processes, including timely incident resolution, proactive problem management, and structured change management.
Act as an escalation point for unresolved issues, supporting major incident and problem coordination, including root cause analysis (RCA) and post‑incident reviews.
Analyze recurring incidents and known errors to identify trends and support proactive problem management.
Work cross-functionally to design and implement service transition plans, ensuring new or updated services are operationally ready, supportable, and meet business requirements.
Collaborate with service owners to ensure consistent, high‑quality service delivery.
Participate in release and deployment activities, establishing acceptance criteria for new or updated services to ensure they are properly transitioning into operations.
Ensure that operational processes support agreed service level agreements (SLAs) and Operational level agreements (OLAs).
Facilitate and coordinate standard, normal, and emergency change requests according to approved change enablement procedures.
Support the Change Advisory Board (CAB) by preparing agendas, evaluating change risks, assessing impacts, and capturing decisions and follow‑ups.
Participate in the design, development and maintenance of the service catalog and configuration management (CMDB) to ensure accuracy.
Assist in the configuration, maintenance, and enhancement of ITSM tools.
Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.
Major Incident Management and Follow Up
Lead the end‑to‑end Major Incident Management (MIM) process for high impact IT incidents, ensuring rapid response, clear communication and effective resolution.
Act as the single point of contact for all major incidents, coordinating cross‑functional technical teams and third vendors in real‑time.
Participate in a 24x7x365 on‑call incident management rotation. Provide after‑hours and weekend support as required based on the on‑call schedule.
Establish and facilitate war rooms or bridge calls to diagnose issues, drive resolution, and maintain…
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