Incident and Problem Management Lead, Raniganj

Service Enablement Support Specialist About the Role We are seeking a dynamic and technically proficient Service Enablement Support Specialist to join our global technology team. This role is ideal for someone with a passion for automation, a strong foundation in incident and problem management, and a forward-thinking mindset for leveraging AI to drive operational excellence and customer satisfaction.Key Responsibilities Identify and implement opportunities to automate manual workflows using scripting and AI tools. Collaborate with cross-functional teams to optimize service processes and improve operational efficiency. Identify opportunities to automate routine ITSM tasks like ticket routing, status updates, patch management, and user provisioning.Collaborate with Value Stream to leverage data and feedback to focus on customer experience initiatives aimed to improve user confidence. Develop and maintain trend analysis reports and interactive dashboards to monitor service health and identify recurring issues. Analyze cross-functional workflows, eliminate friction points, and implement Lean principles to streamline service delivery.Work with the Service Delivery Management Team and partner with the Value Streams on Improvement Initiatives Contribute to  Root Cause Analyses (RCAs) and drive continuous improvement initiatives. Required Qualifications&Technical Skills Bachelor's degree in computer science , Information Systems, or a related field (or equivalent experience). Strong background in ITIL frameworks and best practices. Experience with foundational ServiceNow Reporting, Administration and scripting Experience with writing scripts (Java, Python)Experience with Power BI , Power Automate , or other business intelligence tools is a plus Experience with Problem Management practices and objectives; Incident Trending Experience with monitoring platforms (Grafana, Prometheus, AppDynamics, Splunk, Datadog, Dynatrace) Experience with Azure or AWSUnderstanding of distributed systems, microservices, APIs, logging, and observability Working knowledge of Agile methodologies ; experience with Azure DevOps (ADO) is a plus. Preferred Attributes Excellent written and verbal communication skills. Confident in leading discussions across global, cross-functional teams.Strong analytical thinking , problem-solving , and decision-making abilities. Familiarity with ServiceNow AIOps and its application in proactive incident detection.