Glass Ceiling

ITIL / ITSM Consultant

Full Time

Job Description




  • Strong knowledge of Incident, Change and Problem management.

  • Knowledge of complete life cycle of Incident management Viz. Categorizing, Prioritizing, Resolving, closing of Incident.

  • Initiating, Driving & Leading Voice\chat bridges for critical p1\p2 incidents until resolved.

  • Should have depth and breadth of technical / functional/ domain know-how

  • Should be able to act as a Single point of contact for the technical tower in front of the customer management.

  • Ensure proper communication and quick resolution as a crisis manager.

  • Drives day to day operations and work plan allocation/management.

  • Conduct periodic reviews with teams.

  • Weekly and monthly status reports to higher management.

  • Take corrective actions based on the customer satisfaction surveys.

  • Drive service improvement programs.

  • Ensure adherence to quality / security standards defined for the engagement Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents.

  • Effort estimation/reviews on need basis for new projects.

  • Coordinate with different vendors regarding any Service/support for internal IT of Henson.

  • Workflow knowledge of different processes on the ITSM based tools like Service Now, SM9, Autotask

  • Excellent communication & Co-ordination skills.

  • High-level problem-solving skills.

  • Exceptional written and verbal communication skills.



  • ITIL Certified


  • 4+ more years working in I.T.

  • Education Qualification: University Graduate Preferred, or equivalent work experience.

  • ITIL or ITSM certifications preferred. PMP / PRINCE 2 / CAPM would be an added advantage

  • Detail-oriented

  • Thrives in a collaborative environment

  • Good communications skills, with customers, team and stakeholders

  • Business & IT strategy experience

  • Customer-focused mindset

  • Knowledge of related software tools

  • Any Experience in Working with a Microsoft Azure Gold Partner / CSP Partner will be useful



Additional information:

All your information will be kept confidential according to EEO guidelines.  We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.

Why Choose The Henson Group?

  • Over 17+ years experience

  • Most employees are former Microsoft employees, giving us access to:

    • Microsoft executives and product groups

    • Code and knowledge not generally available to our competitors

  • Free escalation path to Microsoft Premier Support provided by Microsoft

  • Implementations at a fraction of the cost our competition charges

  • ISO 27000, 9000, 20000 certified and GDPR Compliant

  • Satisfaction guaranteed or your money back on any project

  • Recognized by industry with numerous awards, including "Microsoft Partner of the Year" 6x

Start your migration today!

1 World Trade Center
85th Fl. New York, NY 10007

© The Henson Group Inc.

ISO 27000, 9000, 20000 certified and GDPR Compliant

Sales inquiries:  +1-800-980-1130