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ITSM Executive

(ITSM Manager)

Capital Diamond Star Group (CDSG)
Dagon | Yangon
Verified This job has been verified by the company as a real job vacancy.
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Recruiter active 21 hours ago The recruiter at this company was last active reviewing applications.
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ITSM Executive

(ITSM Manager)

Capital Diamond Star Group (CDSG)
Recruiter active 21 hours ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Verified This job has been verified by the company as a real job vacancy.

Experience level

Experienced Non-Manager

Job Function

IT Hardware, Software

Job Industry

Banking/ Insurance/ Microfinance

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

A Good Opportunity for ..

  • Service Operations and Manage daily IT service operations through the ITSM platform.
  • Oversee Incident, Request, Problem, and Change Management processes.
  • Ensure tickets are properly categorized, prioritized, and resolved within SLA timelines.
  • Monitor service performance metrics and generate monthly dashboards for management.
  • Process Governance & Improvement
  • Maintain and enhance ITIL-based workflows and policies.
  • Conduct root cause analysis (RCA) and drive corrective/preventive actions.
  • Support continual service improvement (CSI) initiatives to enhance efficiency and customer experience.
  • Document and update standard operating procedures (SOPs).
  • Produce KPI and SLA compliance reports for service delivery performance.
  • Present analysis and recommendations to management for service improvement.
  • Track recurring issues, escalation trends, and service gaps.
  • Act as the coordination point between service desk, infrastructure, and business units.
  • Communicate planned changes, outages, and maintenance windows to stakeholders.
  • Provide user awareness sessions for IT service processes and portal usage.
  • Administer and configure the ITSM tool modules (Incident, Change, Problem, CMDB).
  • Collaborate with vendors or tool providers for upgrades, integrations, and automation.
  • Support data accuracy and integrity in CMDB and service catalog.

Open To

Male/Female

Job Requirements

  • Bachelor’s degree in IT, Computer Science, or related field.
  • 2–5 years of experience in ITSM or IT operations support.
  • Strong understanding of ITIL Framework (preferably ITIL v4 Foundation certified).
  • Hands-on experience with one or more ITSM tools (ServiceNow, ManageEngine, Jira, BMC Remedy).
  • Excellent analytical and reporting skills (Excel/Power BI preferred).
  • Good communication and coordination skills across cross-functional teams.

What We Can Offer

Benefits

Benefit will be provided according to company policy.

Highlights

  • An awesome company
  • Join a winning team
  • You can make a difference

Career Opportunities

  • Opportunities for promotion
  • Possibility for job training
  • Learn new skills and techniques