Senior Software Engineer (ITSM)

Office in Pune

IT Service Management (ITSM)

We are seeking a highly skilled and motivated Senior Software Engineer with expertise in IT Service Management (ITSM) to join our team.

If you have a passion for ITIL processes, change enablement, and driving agile initiatives, this role offers the opportunity to collaborate with talented professionals and contribute to innovative solutions that enhance operational efficiency and governance.

Responsibilities

Develop IT Change Enablement processes and strategies to incorporate automation, CI/CD, DevOps, and analytics
Ensure compliance with risk controls by effectively managing the daily workflow of change enablement tasks, including reviews and approvals
Prepare detailed analytics, reporting, and insights for Governance meetings, enabling informed decision-making
Collaborate with Release Managers, Engineering teams, Operational Risk, and Audit teams to ensure smooth delivery in Change Enablement contexts
Proactively identify opportunities for operational readiness and process improvements
Optimize service management processes, standardization, and implementation practices across teams
Align ITSM processes with modern automation concepts and CI/CD requirements
Liaise seamlessly with DevOps teams and engineering professionals to adapt and mature processes for continuous delivery
Define metrics, dashboards, and reporting frameworks enabling real-time insights into change and release governance
Maintain responsiveness to tight deadlines while ensuring accuracy in delivering data outputs
Serve as a critical team member in coordinating change efforts globally

Requirements

5+ years of experience in IT Change Enablement and/or IT Change Management for large organizations
Background in ITIL v4 frameworks and their application in change governance
Expertise in CI/CD practices using GitLab, Jenkins, or Azure DevOps
Skills in automation or scripting with Python, Shell, or YAML
Proficiency in tools such as ServiceNow and GitLab
Understanding of risks in the System Delivery Lifecycle (SDLC) and complex change environments
Familiarity with agile methodologies, ways of working, and DevOps principles
Excellent analytical, reporting, and data manipulation capabilities
Strong stakeholder management and interpersonal skills across global teams

Nice to have

DevOps Foundation certification
Knowledge of programming languages useful in automation beyond the primary languages listed
Familiarity with creating pipelines or workflow-based automation solutions