Job Summary
The L2 IT Service Management role coordinates Incident, Problem, Change and Major Incident Management activities in a global support environment. The role handles L2 escalations, supports service restoration, ensures ITIL process compliance and drives continual service improvement through collaboration with technical teams, service owners and business stakeholders. Job Description – L2 IT Service Management\\\\r\\\\nRole Overview\\\\r\\\\nThe L2 IT Service Management role coordinates Incident, Problem, Change and Major Incident Management activities in a global support environment. The role handles L2 escalations, supports service restoration, ensures ITIL process compliance and drives continual service improvement through collaboration with technical teams, service owners and business stakeholders.\\\\r\\\\nKey Responsibilities\\\\r\\\\n• Manage and coordinate the Incident, Problem, and Change Management lifecycle.\\\\r\\\\n• Handle L2 escalations for incidents and service requests.\\\\r\\\\n• Lead Major Incident coordination and service restoration activities.\\\\r\\\\n• Perform Root Cause Analysis (RCA) and track corrective actions.\\\\r\\\\n• Coordinate Change Advisory Board (CAB) reviews and change approvals.\\\\r\\\\n• Monitor SLA, KPI, and operational performance metrics.\\\\r\\\\n• Ensure ITIL process compliance and governance.\\\\r\\\\n• Drive continual service improvement initiatives.\\\\r\\\\n• Prepare reports, dashboards, and management updates.\\\\r\\\\n• Collaborate with technical teams, service owners, and business stakeholders. \\\\r\\\\nRequired Skills\\\\r\\\\n• Strong knowledge of ITIL Incident, Problem, Change, and Major Incident Management.\\\\r\\\\n• Experience with ServiceNow or other ITSM platforms.\\\\r\\\\n• RCA, trend analysis, and problem-solving skills.\\\\r\\\\n• CAB management and change governance experience.\\\\r\\\\n• SLA/KPI reporting and service management knowledge.\\\\r\\\\n• Excellent stakeholder communication and coordination skills.\\\\r\\\\n• Ability to work in a global support environment.\\\\r\\\\nExperience\\\\r\\\\n• Typically, 3 to 5+ years in ITSM, Service Management, or IT Operations roles. \\\\r\\\\nPreferred Certifications\\\\r\\\\n• ITIL Foundation / ITIL 4\\\\r\\\\n• ServiceNow ITSM (preferred)\\\\r\\\\n• SIAM or IT Service Management certifications (optional)
Key Responsibilities
Manage and coordinate the Incident, Problem, and Change Management lifecycle. • Handle L2 escalations for incidents and service requests. • Lead Major Incident coordination and service restoration activities. • Perform Root Cause Analysis (RCA) and track corrective actions. • Coordinate Change Advisory Board (CAB) reviews and change approvals. • Monitor SLA, KPI, and operational performance metrics. • Ensure ITIL process compliance and governance. • Drive continual service improvement initiatives. • Prepare reports, dashboards, and management updates. • Collaborate with technical teams, service owners, and business stakeholders.
Skill Requirements
Strong knowledge of ITIL Incident, Problem, Change, and Major Incident Management. • Experience with ServiceNow or other ITSM platforms. • RCA, trend analysis, and problem-solving skills. • CAB management and change governance experience. • SLA/KPI reporting and service management knowledge. • Excellent stakeholder communication and coordination skills. • Ability to work in a global support environment.
Other Requirements
ITIL Foundation / ITIL 4 • ServiceNow ITSM (preferred) • SIAM or IT Service Management certifications (optional)