IT Service Management Engineer

Company Description EXTIO Technology & Consulting LLP powers integration for some of the most trusted businesses in the region, helping organizations streamline their technology ecosystems and improve efficiency. While the companys core focus is on clients in East Africa, particularly Kenya, it serves businesses worldwide and supports diverse industries. EXTIO specializes in delivering reliable, scalable technology and consulting services that enable clients to modernize and optimize their IT operations. Team members have the opportunity to work on impactful projects with international exposure, contributing to solutions that support business growth and digital transformation. Role Description The IT Service Management Engineer is a full-time, on-site role based in Hyderabad. This role is responsible for managing and improving IT service delivery processes, including incident, problem, change, and request management. Day-to-day tasks include configuring and maintaining ITSM tools, monitoring service performance and SLAs, and coordinating with cross-functional teams to resolve issues and implement process improvements. The engineer will document procedures, create and maintain knowledge base articles, and support audits and compliance activities related to IT services. The role also involves collaborating with stakeholders to align IT services with business requirements and participating in continuous service improvement initiatives. Qualifications Experience with IT Service Management frameworks (such as ITIL) and hands-on work with incident, problem, change, and request management processes.Proficiency in administering and configuring ITSM tools or ticketing systems (e.g., ServiceNow, Jira Service Management, BMC, or similar platforms).Strong analytical and troubleshooting skills, with the ability to diagnose service issues, identify root causes, and recommend effective solutions.Solid understanding of core IT infrastructure concepts (servers, networks, cloud services, security controls) and their impact on service delivery.Clear written and verbal communication skills, with the ability to document processes, create knowledge base content, and collaborate with technical and non-technical stakeholders.Ability to work on-site in Hyderabad, prioritize multiple tasks, and operate effectively in a structured, process-driven environment.Bachelors degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.Relevant certifications such as ITIL Foundation or similar ITSM credentials are highly beneficial; experience in consulting or working with international clients is a plus. Company Description EXTIO Technology & Consulting LLP powers integration for some of the most trusted businesses in the region, helping organizations streamline their technology ecosystems and improve efficiency. While the companys core focus is on clients in East Africa, particularly Kenya, it serves businesses worldwide and supports diverse industries. EXTIO specializes in delivering reliable, scalable technology and consulting services that enable clients to modernize and optimize their IT operations. Team members have the opportunity to work on impactful projects with international exposure, contributing to solutions that support business growth and digital transformation. Role Description The IT Service Management Engineer is a full-time, on-site role based in Hyderabad. This role is responsible for managing and improving IT service delivery processes, including incident, problem, change, and request management. Day-to-day tasks include configuring and maintaining ITSM tools, monitoring service performance and SLAs, and coordinating with cross-functional teams to resolve issues and implement process improvements. The engineer will document procedures, create and maintain knowledge base articles, and support audits and compliance activities related to IT services. The role also involves collaborating with stakeholders to align IT services with business requirements and participating in continuous service improvement initiatives. Qualifications Experience with IT Service Management frameworks (such as ITIL) and hands-on work with incident, problem, change, and request management processes.Proficiency in administering and configuring ITSM tools or ticketing systems (e.g., ServiceNow, Jira Service Management, BMC, or similar platforms).Strong analytical and troubleshooting skills, with the ability to diagnose service issues, identify root causes, and recommend effective solutions.Solid understanding of core IT infrastructure concepts (servers, networks, cloud services, security controls) and their impact on service delivery.Clear written and verbal communication skills, with the ability to document processes, create knowledge base content, and collaborate with technical and non-technical stakeholders.Ability to work on-site in Hyderabad, prioritize multiple tasks, and operate effectiv