Associate Lead Consultant - IT Service Management (ITSM) Job

YASH Technologies is a leading technology integrator specializing in helping clients reimagine operating models, enhance competitiveness, optimize costs, foster exceptional stakeholder experiences, and drive business transformation.

At YASH, we’re a cluster of the brightest stars working with cutting-edge technologies. Our purpose is anchored in a single truth – bringing real positive changes in an increasingly virtual world and it drives us beyond generational gaps and disruptions of the future.

We are looking forward to hire IT Service Management (ITSM) Professionals in the following areas :

Experience

5-8 Years

Job Description

Roles and Responsibilities:

- Process Governance: Enforce policies for standard, emergency, and normal changes.

- Incident Prevention: Analyze incident trends to identify underlying problems.

- RCA Oversight: Coordinate cross-functional teams to resolve root causes.

- Risk Mitigation: Review change requests to prevent service downtime.

- Post-Implementation Review: Conduct PIRs for failed or disrupted changes.

- Knowledge Management: Maintain the Known Error Database (KEDB) accuracy.

- Drive Knowledge Management , Process management, Client sign off

- Drive Key initiatives, CSIP, Automations , Customer Value additions

- Drive Ticket Reduction, Effort Reduction,

- Lead Client discussion on Key initiatives driving and outcomes

- Lead MSR/QBR , drive Ops as per Client Sensitivities and Priorities

- Drive CSAT and TCSAT >4.5 /5

- Fluent in English, in both oral and written communication

- Shifts: US Shifts + Oncall

Qualifications and Education Requirements:

- Education: Bachelor’s degree

- Experience: Minimum 8 years in IT Service Management (ITSM) roles.

- Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply

Certification:- ITIL v4 Foundations (+ Change/Problem)

Behavioral Attributes:

- Resilience: Remaining calm and decisive during high-severity outages.

- Negotiation: Balancing speed requests from developers with stability goals.

- Communication: Translating complex technical issues into clear business impact.

Required Technical/ Functional Competencies

Primary Skills:

- ITIL Framework: Deep mastery of Change and Problem Management workflows.

- Risk Assessment: Evaluating infrastructure impact and deployment risks.

- Root Cause Analysis (RCA): Utilizing Ishikawa, 5 Whys, and Kepner-Tregoe.

- CAB Facilitation: Leading Change Advisory Board meetings.

- ITSM Tools: Advanced knowledge of ServiceNow workflows

Desirable Skills:

- Conceptual knowledge of Storage, Backup, Citrix, Database, Network, Security, VoIP, Messaging, Cloud

- Conceptual knowledge of SCCM, Intune, Monitoring tools, Automation

- Data Analytics: Reporting on metrics like Change Success Rate etc

Required Behavioral Competencies

Accountability:

- Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.

Agility:

- Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Collaboration:

- Participates in team activities and reaches out to others in team to achieve common goals.

Customer Focus:

- Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication:

- Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.

Drives Results:

- Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.

Certifications

Mandatory: CA, AZ104, MCSA, Business Intelligence Development Certification, Microsoft Certified Azure AI, Azure Data & Azure Administrator; Desirable: OCP, CCP/Yash defined course, Administration level Certification of any Storage Tool/Backup Tool Mandatory: ITIL V4 Foundation NCA - Nutanix Certified Associate

At YASH, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. We leverage career-oriented skilling models and optimize our collective intelligence aided with technology for continuous learning, unlearning, and relearning at a rapid pace and scale.

Our Hyperlearning workplace is grounded upon four principles

- Flexible work arrangements, Free spirit, and emotional positivity

- Agile self-determination, trust, transparency, and open collaboration

- All Support needed for the realization of business goals,

- Stable employment with a great atmosphere and ethical corporate culture