Service Delivery Specialist

Company Description

Aqilea is an IT and engineering consulting partner that helps companies get more out of their technology and operations. With teams in Stockholm and Bangalore, we work closely with our clients to build solutions that fit their needs - from software development, AI and infrastructure engineering to industrial automation and embedded systems.

We combine strong technical expertise with a practical, business-focused approach to help organizations modernize, improve security, and scale with confidence. Above all, we focus on long-term partnerships built on trust, quality, and real results.

With us, you have great opportunities to take real steps in your career and the opportunity to take great responsibility.

About the Role

Company: Aqilea India

Role: Service Delivery Specialist

Exp Range : 4 to 7 years

Work Location : Bangalore(Hybrid)

Role Overview

We are seeking a skilled professional to lead Post-Incident Reviews (PIRs) and drive continuous service improvement across the organization. The role involves analyzing major incidents end-to-end, conducting root cause analysis, identifying lessons learned, and implementing corrective and preventive actions. The ideal candidate will collaborate with cross-functional teams to enhance incident management processes, improve service reliability, reduce recurring issues, and strengthen overall operational resilience through ITIL-aligned best practices.

Key Responsibilities:

• Lead and facilitate Post-Incident Reviews (PIRs) and post-mortem sessions for major incidents.
• Analyze the complete incident lifecycle, including detection, escalation, diagnosis, recovery, communication, and prevention.
• Conduct root cause analysis (RCA) to identify contributing factors and prevent recurrence.
• Document lessons learned and translate findings into actionable improvement plans.
• Collaborate with technical and business teams to drive corrective and preventive actions.
• Track and report improvement initiatives to enhance service reliability, operational efficiency, and incident response effectiveness.
• Promote continuous improvement by embedding best practices across incident and problem management processes.

Required Skills:

• Experience in Incident Management, Major Incident Management, or Problem Management.
• Strong understanding of RCA methodologies and ITIL best practices.
• Excellent analytical, communication, and stakeholder management skills.
• Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management.

Start: Immediate to 15 Days

Location: Bangalore (Hybrid)