Senior Enterprise Software Engineer - ITSM Operations & Governance

Overview

Senior ITSM Engineer – Operations & Governance role within the IT Service Management Office, providing operational oversight and assurance across ITSM practices and coordinating practical improvements to how ITSM is operated day to day.

What you'll do

• Monitor process performance across Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management and Availability Management, and report on execution quality against defined standards.
• Assure Change Enablement execution: review change records for risk assessment quality, approval compliance, testing and back-out evidence, and analyse emergency, unauthorised and failed changes.
• Assure Service Request Management execution: monitor fulfilment performance against target, catalogue accuracy, approval routing and automation coverage, and identify requests being raised as incidents.
• Assure Incident Management execution: review categorisation and priority accuracy, assignment and routing quality, record completeness, reopen rates and resolution performance.
• Support Problem Management through post-incident reviews, root-cause analysis and tracking of corrective actions to evidenced closure.
• Monitor SLA, SLO and KPI performance across practices and escalate deviations with supporting analysis.
• Facilitate process and service performance reviews with technology teams and operational stakeholders.
• Conduct operational assurance and compliance reviews, assessing process adoption and control effectiveness across technology and DevSecOps teams.
• Analyze trends, exceptions and recurring issues across change, incident, request, problem and availability data to identify risk patterns.
• Coordinate remediation actions arising from assurance findings, audits and performance reviews.
• Identify operational improvement opportunities and lead their implementation within agreed scope.
• Escalate process design and capability deficiencies to Outcome Owners with structured supporting evidence.
• Support audits and operational control reviews and maintain governance documentation.
• Build and maintain trusted ITSM reporting and dashboards that connect operational data across practices to business impact.
• Develop scripts, automations and AI-enabled workflows across ServiceNow, Microsoft Teams, xMatters, Power BI and observability platforms, with appropriate validation and guardrails.
• Improve the quality and consistency of ITSM data used for governance and reporting.
• Support ITSM governance forums, including CAB and ECAB, with preparation, analysis, actions and follow-up.
• Provide practical guidance to operational teams on process adoption, policy and controls.
• Support major incident response, including resolver-team engagement, stakeholder updates and post-incident data capture.
• Document processes, procedures and operational runbooks.
• Communicate technical concepts, process performance and service risk clearly to non-technical stakeholders.
• Stay up to date with emerging technologies and industry trends and continuously improve systems, processes and methodologies.
• Perform other duties as assigned by management.
• Participate in a 24x7x365 on-call rotation with the Service Delivery and Operations team.

What you'll need

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience.
• Minimum of 5 years supporting IT operations or IT Service Management in a large, complex enterprise, including 3+ years across cloud, infrastructure, network, application or platform operations.
• Demonstrated experience assuring or operating multiple ITSM practices, including Change Enablement, Incident Management, Service Request Management and Problem Management.
• Practical understanding of change risk assessment, approval models and change governance in a regulated or audited environment.
• Solid working knowledge of ITIL and ITSM practices, with familiarity with the IT4IT reference architecture.
• ITIL Foundation certification is must.
• Hands-on experience with ServiceNow, including reporting, workflow configuration and operational data quality.
• Proficiency with Power BI or comparable analytics tooling for building operational dashboards and performance reporting.
• Proficiency in scripting languages such as Python, PowerShell or Bash for automation tasks, and experience working with APIs or low-code tools.
• Exposure to AI or generative AI technologies applied to operational workflows, or a demonstrated willingness to develop this capability.
• Strong analytical capability in KPI design, trend analysis and data storytelling.
• Familiarity with DevOps or DevSecOps practices and with Azure and AWS operational environments.
• Strong analytical and problem-solving skills, with the ability to work effectively in a fast-paced, evolving environment.
• Ability to communicate process performance, compliance findings and service risk in clear business terms to a range of stakeholders.
• Ability to challenge constructively when standards are not being met, and to work calmly under pressure during high-severity events.
• Excellent communication and collaboration skills, with a willingness to learn and contribute to team success.

Nice to have

• Exposure to incident alerting platforms such as xMatters or PagerDuty is helpful.

Details

• Location: Pune, India (Smartworks).
• Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
• Participation in a 24x7x365 on-call rotation with the Service Delivery and Operations team.