Senior ITSM Developer

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🕒 April 15

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Tech Minds Agency

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2022

🤝 B2B

🛍️ eCommerce

📚 Education

B2B • eCommerce • Education

Tech Minds Agency is a creative IT solutions provider that specializes in helping businesses and individuals leverage technology for growth and success. They offer a diverse range of services including website creation, mobile app development, digital marketing, and training in various technical skills. Their mission is to navigate the evolving tech landscape, enabling clients to enhance their online presence and achieve their business goals. With a focus on personalized service and staying ahead of tech trends, Tech Minds Agency aims to empower its clients through innovative solutions and expert support.

📋 Description

• Own and govern end-to-end ITSM processes across large enterprise accounts • Lead ITIL process design, implementation, and optimization • Drive Continual Service Improvement (CSI) initiatives • Manage Major Incident bridges and ensure timely resolution • Conduct Problem reviews & RCA governance meetings • Chair/participate in Change Advisory Board (CAB) • Define and track service metrics, dashboards, and reporting • Ensure compliance with audit, risk, and ITSM standard

🎯 Requirements

• 8+ years core ITSM experience (not just ops/support) • Deep hands-on expertise in Incident Management (Major Incident handling) • Problem Management (RCA, trend analysis) • Change & Release Management (CAB governance) • Strong experience in ITIL v3/v4 implementation & process consulting • Experience driving ITSM transformation / process maturity (L3–L5 level) • Extensive work on SLA, KPI, OLA definition & governance • Proven experience in client-facing roles & stakeholder management