702 Itil jobs in India

Service Desk Associate - English
India - Bengaluru, working from office
Competitive Salary & Benefits Role Overview The Service Desk Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Role Responsibilities Manages customer interactions & records reported issues in the ITSM Identifies issues, apply fixes and investigate root causes using internal instructions.
Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail
Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance
Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner
Key Skills
Ideally University education, preferably technical degree, or Microsoft certifications
Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications
Experience of providing Hybrid (Office and Remote) IT support is an advantage
Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
Good communication and customer service skills
Fluency in English language
Flexibility to work shifts if required
Benefits
Our people are the most critical component of our long-term success and their health and wellbeing are our priority.
You will enjoy a comprehensive, locally competitive benefits package
Working for a top 5 company in the industry worldwide
Company culture focused on the employee wellbeing
The opportunity to grow a career in Monitoring/Infrastructure
Learning & Development platforms

**Req ID:**
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Helpdesk Associate - ITIL to join our team in Bangalore, Karnātaka (IN-KA), India (IN).
**Requirements:**
+ Helpdesk Associate at Grade-4 position in Service Desk
+ Must be a Graduate.
+ Good communication skills with 6+ months of international calling experience
+ Ability to work independently
+ Adhere to organizational policies and procedures
+ Must possess excellent customer handling skills
+ Should be comfortable to work in rotational shift.
+ Excellent Verbal Communication skills.
+ Good communication (demonstrate strong reading comprehension, writing and verbal skills) in English and Polish.
**Job description:**
+ Provide L1 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat.
+ Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure.
+ Good troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( DATA endeavors to make_** **_ **_accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at_** **_ **_._** **_This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here ( . If you'd like more information on your EEO rights under the law, please click here ( . For Pay Transparency information, please click here ( ._**

Service Desk Associate - English
India - Bengaluru, working from office
Competitive Salary & Benefits Role Overview The Service Desk Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Role Responsibilities Manages customer interactions & records reported issues in the ITSM Identifies issues, apply fixes and investigate root causes using internal instructions.
Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail
Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance
Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner
Key Skills
Ideally University education, preferably technical degree, or Microsoft certifications
Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications
Experience of providing Hybrid (Office and Remote) IT support is an advantage
Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
Good communication and customer service skills
Fluency in English language
Flexibility to work shifts if required
Benefits
Our people are the most critical component of our long-term success and their health and wellbeing are our priority.
You will enjoy a comprehensive, locally competitive benefits package
Working for a top 5 company in the industry worldwide
Company culture focused on the employee wellbeing
The opportunity to grow a career in Monitoring/Infrastructure
Learning & Development platforms

**Join Amgen's Mission of Serving Patients**
At Amgen, if you feel like you're part of something bigger, it's because you are. Our shared mission-to serve patients living with serious illnesses-drives all that we do.
Since 1980, we've helped pioneer the world of biotech in our fight against the world's toughest diseases. With our focus on four therapeutic areas -Oncology, Inflammation, General Medicine, and Rare Disease- we reach millions of patients each year. As a member of the Amgen team, you'll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.
Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you'll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.
ITIL Change Manager - End User Services
**What you will do**
Let's do this. Let's change the world. In this vital role you will lead technology change management, drive continuous service improvements, and manage vendor performance & quality to support Amgen's End User Computing (EUC) services. You will need to establish and maintain a positive business relationship with all the relevant stakeholders, Vendors & Technical Teams to enable smooth execution of the changes impacting the End User Services
The role will be based out of Amgen India Technology center at Hyderabad and would be the single point of contact responsible in coordinating with multiple stakeholders and vendors in effective planning, overseeing, communicating and documenting all the changes and releases impacting the End User Technologies (EUC).
The ITIL Change Manager for End User Services will be responsible for several activities including but not limited to the following:
**Roles & Responsibilities:**
**Change Management**
+ Lead the Change Advisory Board (CAB) and supervise the change control process across Customer Care & Experience functions.
+ Evaluate, approve, and prioritize change requests based on business impact, risk, and urgency.
+ Communicate all the required stakeholders on changes getting implemented for week and also on the status of the changes post execution
+ Ensure all changes follow standardized methods and procedures for efficient handling.
+ Collaborate with business and technical stakeholders to assess change readiness and impact.
+ Communicate effectively for any new changes in the Change Management process with the respective stakeholders and ensuring consistency to the same
+ Follow the Change Freeze/Moratorium schedule and plan for the changes accordingly with the stakeholders
+ Maintain documentation and audit trails for all change activities.
+ Conduct post-implementation reviews to evaluate the effectiveness of changes and find opportunities for improvement
**Release Management**
+ Plan, schedule, and coordinate software releases across multiple environments.
+ Define and carry out release policies, procedures, and quality gates.
+ Ensure release packages are built, tested, and deployed in a controlled and repeatable manner.
+ Supervise release performance and post-release validation to ensure stability.
+ Drive continuous improvement in release velocity and reliability.
**Continuous Service Improvement**
+ Identify and lead opportunities to streamline processes and improve service efficiency.
+ Collaborate with cross-functional teams to implement service enhancements aligned with business needs.
**Vendor Management**
+ Manage relationships with third-party vendors providing IT services, software, or infrastructure.
+ Monitor vendor performance and compliance with SLAs and agreed contract terms.
+ Conduct regular vendor performance reviews and work through any critical issues or corrective actions.
+ Align vendor contributions with Amgen's technology strategy and continuous service improvement goals.
**What we expect of you**
We are all different, yet we all use our unique contributions to serve patients. The (vital attribute) professional we seek is a (type of person) with these qualifications.
**Basic Qualifications:**
Master's degree / Bachelor's degree and 8 to 13 years of Computer Science, IT or related field experience
**Preferred Qualifications:**
+ ITIL v3 or v4 Certified
+ 6+ years of hands-on IT change and release management experience in large-scale enterprise environments
+ Solid background in ITIL-based service operations and enterprise IT change governance.
+ Experience working with large-scale IT environments, cloud, and infrastructure changes and releases
+ Hands-on experience with ITSM tools like ServiceNow
+ Release Management experience preferably in Pharma or Life sciences industry but not a must
+ Experience in reporting through excel/power bi or other reporting tools
+ Good communication and stakeholder management
+ Solid skills in stakeholder communication, coordination, and reporting (e.g., Excel, Power BI)
+ Flexible to work in a distributed team environment and support multiple time zones
**Working Hours:**
+ **4:30 PM IST - 01:30AM IST**
**Soft Skills:**
+ Excellent leadership and team management abilities.
+ Good communication and interpersonal skills.
+ High level of integrity and ethical standards.
+ Problem-solving and critical thinking capabilities.
+ Ability to influence and motivate change.
+ Adaptability to a dynamic and fast-paced environment.
+ Strong organizational and time management skills.
+ Ability to handle multiple challenging priorities in parallel
**What you can expect of us**
As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we'll support your journey every step of the way.
In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.
**Apply now and make a lasting impact with the Amgen team.**
**careers.amgen.com**
As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.
Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Job Description: ITSM Expert (ITIL Certified) ServiceNow / Jira Implementation

Position: ITSM Expert – ITIL Certified

Experience Required: 6–8 Years

Location: Noida (Work from Office)

Employment Type: Full-Time

Shift: US Shift(6PM-3AM IST)

About the Role

We are seeking an ITIL-certified ITSM Expert with proven experience in implementing and managing large-scale IT Service Management (ITSM) solutions using ServiceNow or Jira Service Management. The role involves driving ITSM process design, governance, and automation for enterprise IT services while ensuring scalability, compliance, and service excellence.

The ideal candidate will have a strong background in IT operations, ITIL processes, ITSM tool implementation, and enterprise service delivery transformation.

Key Responsibilities

• Lead the implementation, customization, and optimization of ITSM platforms (ServiceNow or Jira Service Management) for enterprise-wide adoption.
• Design and standardize ITIL-based processes (Incident, Problem, Change, Release, Service Catalog, CMDB, Knowledge, Request Fulfillment).
• Partner with business units, IT operations, and governance teams to align ITSM solutions with organizational strategy.
• Define workflows, automation, dashboards, and reporting for service delivery efficiency.
• Support service integration and management (SIAM) across multiple vendors and platforms.
• Establish and enforce governance, compliance, and SLA/KPI frameworks for ITSM operations.
• Manage and optimize CMDB, discovery, and service catalog design.
• Conduct process assessments, maturity evaluations, and continual service improvements (CSI).
• Provide technical leadership, training, and best practices for ITSM platform adoption.
• Collaborate with DevOps, Cloud, Security, and Business Service Owners to ensure seamless service workflows.
• Manage release and change management cycles across multiple environments.

Required Skills & Experience

• 6–8 years of ITSM/IT Operations experience, with at least 3–5 years in ServiceNow or Jira Service Management implementation.
• Strong expertise in ITIL processes and frameworks (minimum ITIL v3/v4 certification required).
• Hands-on with ServiceNow/Jira administration, workflow design, automation, and integrations.
• Experience managing large-scale IT services organizations with complex service landscapes.
• Proven experience in Incident, Problem, Change, and Request Management process implementations.
• Knowledge of CMDB, service catalog, and asset management.
• Strong understanding of governance, SLA reporting, and IT compliance requirements.
• Familiarity with DevOps, Agile, and CI/CD integrations with ITSM tools.
• Excellent stakeholder management, communication, and presentation skills.

Preferred Qualifications

• Advanced ITIL certifications (ITIL Managing Professional / Strategic Leader).
• ServiceNow certifications (CSA, CIS, CAD) or Jira Admin/Atlassian certifications.
• Experience with enterprise integrations (APIs, monitoring tools, cloud platforms).
• Exposure to automation, AI/ML in ITSM, and self-service portal design.
• Knowledge of ISO 2000, COBIT, or other IT governance frameworks.

Education

• Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field.

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Job Description: ITSM Expert (ITIL Certified) ServiceNow / Jira Implementation

Position: ITSM Expert – ITIL Certified

Experience Required: 6–8 Years

Location: Noida (Work from Office)

Employment Type: Full-Time

Shift: US Shift(6PM-3AM IST)

About the Role

We are seeking an ITIL-certified ITSM Expert with proven experience in implementing and managing large-scale IT Service Management (ITSM) solutions using ServiceNow or Jira Service Management. The role involves driving ITSM process design, governance, and automation for enterprise IT services while ensuring scalability, compliance, and service excellence.

The ideal candidate will have a strong background in IT operations, ITIL processes, ITSM tool implementation, and enterprise service delivery transformation.

Key Responsibilities

- Lead the implementation, customization, and optimization of ITSM platforms (ServiceNow or Jira Service Management) for enterprise-wide adoption.
- Design and standardize ITIL-based processes (Incident, Problem, Change, Release, Service Catalog, CMDB, Knowledge, Request Fulfillment).
- Partner with business units, IT operations, and governance teams to align ITSM solutions with organizational strategy.
- Define workflows, automation, dashboards, and reporting for service delivery efficiency.
- Support service integration and management (SIAM) across multiple vendors and platforms.
- Establish and enforce governance, compliance, and SLA/KPI frameworks for ITSM operations.
- Manage and optimize CMDB, discovery, and service catalog design.
- Conduct process assessments, maturity evaluations, and continual service improvements (CSI).
- Provide technical leadership, training, and best practices for ITSM platform adoption.
- Collaborate with DevOps, Cloud, Security, and Business Service Owners to ensure seamless service workflows.
- Manage release and change management cycles across multiple environments.

Required Skills & Experience

- 6–8 years of ITSM/IT Operations experience, with at least 3–5 years in ServiceNow or Jira Service Management implementation.
- Strong expertise in ITIL processes and frameworks (minimum ITIL v3/v4 certification required).
- Hands-on with ServiceNow/Jira administration, workflow design, automation, and integrations.
- Experience managing large-scale IT services organizations with complex service landscapes.
- Proven experience in Incident, Problem, Change, and Request Management process implementations.
- Knowledge of CMDB, service catalog, and asset management.
- Strong understanding of governance, SLA reporting, and IT compliance requirements.
- Familiarity with DevOps, Agile, and CI/CD integrations with ITSM tools.
- Excellent stakeholder management, communication, and presentation skills.

Preferred Qualifications

- Advanced ITIL certifications (ITIL Managing Professional / Strategic Leader).
- ServiceNow certifications (CSA, CIS, CAD) or Jira Admin/Atlassian certifications.
- Experience with enterprise integrations (APIs, monitoring tools, cloud platforms).
- Exposure to automation, AI/ML in ITSM, and self-service portal design.
- Knowledge of ISO 2000, COBIT, or other IT governance frameworks.

Education

- Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field.

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