ITIL - Account Service Advisor

NTT
Noida
Workplace: OnsiteFull timeFunction: IT Operations (Systems/Network Admin)Skills: ["Stakeholder management","Governance","Continuous improvement","Problem-solving","Communication"]

Own end-to-end ITIL service management governance for an account in Noida, ensuring operational oversight, process compliance, and continuous improvement. Serve as the primary ITIL point of contact, manage SLA structures and reporting, govern major incidents (P1/P2) with escalations, and drive problem, change, request, and CMDB data governance. Support customer reviews, CSAT improvement actions, and incident/request aging remediation.

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FursaFursa
NTT
NTT
2 months ago

ITIL - Account Service Advisor

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Last checked: 13 hours agoStatus: Live

Job Summary

Own end-to-end ITIL service management governance for an account in Noida, ensuring operational oversight, process compliance, and continuous improvement. Serve as the primary ITIL point of contact, manage SLA structures and reporting, govern major incidents (P1/P2) with escalations, and drive problem, change, request, and CMDB data governance. Support customer reviews, CSAT improvement actions, and incident/request aging remediation.
Location: Noida
Workplace: Onsite
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)

Key Responsibilities

  • •Act as the primary service management point of contact for ITIL-related matters, driving operational oversight and process compliance.
  • •Define and manage SLA structures, facilitate SLA review meetings, and compile/publish SLA reports and dashboards while maintaining key documents (DOU).
  • •Govern major incidents (P1/P2), manage escalations, ensure incident documentation and data quality, and oversee aged/pending/SLA-breaching incident follow-up.
  • •Drive problem management by leading RCA activities, facilitating RCA meetings, tracking remediation actions, and enabling proactive problem identification.
  • •Facilitate change and request governance (CAB, PIRs, schedules, queue approvals) and ensure CMDB readiness, CI data integrity, and ongoing data quality.

Key Requirements

  • •Demonstrated proficiency in ITIL and end-to-end IT service management governance across ITIL processes.
  • •Experience managing SLA structures, exclusions, and SLA performance compliance with SLA reporting and dashboards.
  • •Ability to govern major incidents (P1/P2), ensuring documentation quality and follow-up on aged/SLA-breaching incidents.
  • •Hands-on experience with problem management, including RCA facilitation, trend/risk analysis, and tracking remediation to closure.
  • •Strong knowledge of change and configuration management governance, including CAB facilitation and CMDB data integrity.
Skills:Stakeholder managementGovernanceContinuous improvementProblem-solvingCommunication
Tech Stack:ITILITSMITSM integrationITSM SLACMDBSLA reportingDashboardsRCACAB

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn