Job Description
Job Description Service Management Exp: Minimum 8+ years of relevant experience with 10-14 years overall IT industry. Desired Skills Roles and Responsibilities Strong knowledge in ITSM Major Incident Management/Problem Management / Change Management processes/practices. Strong understanding of ITIL Information Technology Infrastructure Library principles. Proven experience in incident management within an IT service management framework especially in the context of Incident Management. Lead and coordinate the response to IT incidents ensuring that the appropriate resources are engaged to resolve issues promptly. Implement incident resolution procedures to restore services within agreed upon service level agreements SLAs. Establish and maintain a classification system for incidents based on impact and urgency Prioritize incidents according to their business impact and criticality. Communicate incident status updates and resolutions to relevant stakeholders including end users management and support teams. Act as the primary point of contact for incident related communications Implement escalation procedures to ensure that incidents are appropriately escalated based on severity and SLA breaches. Collaborate with support teams and management to expedite incident resolution Experienced in developing, documenting, communicating, and maintaining Problem Management (Reactive and proactive) process and procedures. Produce Problem Management reports and management information. Identify trends and potential Problem sources (by reviewing Incident and Problem analyses). Review the efficiency and effectiveness of the Problem control process. Coordinates meetings to resolve problems. Maintains inventory of problems under analysis and their current progress and status. Follows up on issues and progress with problem owners where necessary. Identifies resources needed to resolve problems. Monitors the effectiveness of error control and makes recommendations for improvements. Should have experience in developing, documenting, communicating, and maintaining the Change Management process and procedures. Leading/Attending Change Advisory Board (CAB) meetings. Effectively working with all involved stakeholders to ensure the objectives and goals of the Change Management process is always met. Evaluating the change impact and organizational readiness to limit potential risk. Supporting training and communication as part of change management. Activities may include designing or delivering specialized training resources to an appropriate userbase. Evaluating resistance in adopting the change at the user, process, and technology level. Conduct post-implementation reviews to assess the decisions and performance related to the change request. Should have familiarity and working experience with Service Management tools HPSM, BMC Remedy, Jira, Service Now etc. Good to Have: Experience with cloud technologies (e.g., Microsoft Azure, Google Cloud, Amazon Web Services, and cloud-specific PaaS and SaaS solutions) Understanding of SLA/KPI in Infrastructure Environment and experience in preparing & analysing of Reports/Dashboards. Relevant knowledge and understanding of other ITIL ITSM Processes - Configuration Management, Service level Management, Asset Management etc. Academic Qualification and Certifications: BE/BTech/MCA ITIL Processes - ITIL Foundation/Intermediate. Relevant IT certifications preferred. ISO 20000/BS15000 knowledge or having implemented. Interpersonal Skills Ability to work is a fast paced, agile environment with large cross-functional teams Ability to manage multiple priorities at the same time Ability and aptitude to pick up new technologies or procedures Strong problem-solving skills Excellent interpersonal and communication skills, both written and verbal
