5 Hpsm Jobs

As a cross functions lead, you should act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, etc. designed for a single Customer or as per SIAM framework in Multi-vendor Environment Capable to connect, update and manage discussions with the Customer and other Service providers / Vendors for all in-scope infrastructure related technical services viz., Networking, Servers, VMware, storage. Capable to drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the technical towers Lead the ITIL Process resources to achieve the Process KPIs and Service level targets. Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets Ensuring the Process adherence, meeting the Quality norms of Wipro and the Customer Driving the internal audits, define and drive service improvement programs based on the external audit findings Report the Customer on all Process areas as per the Contractual agreements. Experience/Skills: 10 - 14 YEARS Experience in ITSM practice in managing various ITIL process roles, viz., Incident manager, Problem manager, Change manager, Asset and Configuration manager. ITIL V4 MP / ITIL 2011 Expert / ITIL 2011 Intermediate Certified, SIAM Foundation / Architect Certification Good Knowledge of ITSM Tools; ServiceNow, Remedy, HPSM, etc. Capability to deliver ITIL Trainings Excellent team management skills and inter-personal skills Excellent Presentation skills, verbal and written communication skills and facilitation skills Good documentation and process flow diagramming skills Graduate or Postgraduate in Management / Engineering / Computer sciences Mandatory Skills: Business MSI Multi Sourcing Integration.

About The Role :About The Role :: As a cross functions lead, you should act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, etc. designed for a single Customer or as per SIAM framework in Multi-vendor Environment Capable to connect, update and manage discussions with the Customer and other Service providers / Vendors for all in-scope infrastructure related technical services viz., Networking, Servers, VMware, storage. Capable to drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the technical towers Lead the ITIL Process resources to achieve the Process KPIs and Service level targets. Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets Ensuring the Process adherence, meeting the Quality norms of Wipro and the Customer Driving the internal audits, define and drive service improvement programs based on the external audit findings Report the Customer on all Process areas as per the Contractual agreements. Experience/Skills: 10 - 14 YEARS Experience in ITSM practice in managing various ITIL process roles, viz., Incident manager, Problem manager, Change manager, Asset and Configuration manager. ITIL V4 MP / ITIL 2011 Expert / ITIL 2011 Intermediate Certified, SIAM Foundation / Architect Certification Good Knowledge of ITSM Tools; ServiceNow, Remedy, HPSM, etc. Capability to deliver ITIL Trainings Excellent team management skills and inter-personal skills Excellent Presentation skills, verbal and written communication skills and facilitation skills Good documentation and process flow diagramming skills Graduate or Postgraduate in Management / Engineering / Computer sciences

Incident manager will be responsible to analyze/respond and work on an incident reported to them either in the form of a Run Sheet with Impact details or reported by Management teams. Strong knowledge of IT service management. Required Candidate profile Bachelor's degree. ITIL V4 Certification. At least two years exp working in IT service management, or a similar role. Experience working with Ticket tools such as ServiceNow, Remedy, HPSM etc.

Role & responsibilities 1. ITOM Solutioning: a) Lead and execute ITOM engagements, including Discovery, Service Mapping, Event Management and CSDM using ServiceNow. b) Deployment of ITOM applications to monitor and automate IT infrastructure operations, focusing on cloud and hybrid environments. c) Provide subject matter expertise for the architecture, design, and optimization of IT operations. 2. CMDB (Configuration Management Database) Solutioning: a) Design and implement an optimized CMDB that supports IT Service Management (ITSM) and aligns with the Common Service Data Model (CSDM). b) Develop, manage, and optimize CMDB health, governance, and data quality. c) Ensure CMDB data accuracy by integrating multiple data sources and developing CI (Configuration Item) relationships. 3. Service Mapping: Lead the design and implementation of Service Mapping initiatives, mapping IT services to the underlying infrastructure in ServiceNow. Create and maintain service maps to reflect business services, application services, and infrastructure dependencies. Enable proactive service impact analysis and incident management by building end-to-end visibility into service delivery. 4. Client Engagement & Requirement Gathering: a) Conduct workshops and meetings to capture and analyze client requirements, aligning the ServiceNow ITOM/CMDB/Service Mapping solutions with business objectives. b) Translate functional requirements into technical designs and solutions, ensuring the clients IT strategy is supported by the platform. 5. Solution Design & Development: a) Collaborate with technical teams, developers, and ServiceNow architects to ensure accurate implementation of solutions based on best practices. a) Configure ServiceNow workflows, business rules, and UI components to support ITOM, CMDB, and service mapping functionalities. b) Work closely with change and release management to deploy new capabilities into production environments. 6. Training & Documentation: a) Provide training and knowledge transfer to client teams on ITOM/CMDB/Service Mapping features, capabilities, and best practices. b) Develop comprehensive documentation for the implemented solutions, including design documents, test plans, and user guides. 7. Testing & Support: a) Conduct testing, validation, and troubleshooting of ITOM/CMDB/Service Mapping solutions. b) Support post-implementation activities, including issue resolution, enhancements, and system performance optimization. 8. Continuous Improvement: a) Identify areas for process improvement and automation within the clients IT operations, focusing on enhancing operational visibility and efficiency. b) Stay updated on ServiceNow product enhancements, patches, and new features, advising clients on leveraging new capabilities. Preferred candidate profile a) IT Service Asset & Configuration Management (HAM & CMDB specifically) functional consulting & operations b) Strong expertise in ServiceNow ITOM Suite (Discovery, Event Management, Service Mapping, HAM Pro, Certificate Mgmt.) c) Solid understanding of Service Mapping concepts, best practices, and configuration. d) Experience with cloud environments (AWS, Azure, GCP) and their integration into ServiceNow. e) Familiarity with ITIL processes, especially Service Asset and Configuration Management, Incident, and Problem Management. f) Excellent client-facing and communication skills, with the ability to translate technical concepts into business value. g) ServiceNow certifications (Certified Implementation Specialist in ITOM Suits, Discovery, or CMDB) are highly desirable. Essential Requirements: BE/B. Tech (minimum), MBA (IT/Operations) is preferred Minimum IT experience required is 7 10 years in ITIL® process functional consulting domain specially in CMDB, ITOM & Service Mapping Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred) Strong oral and written communication skills with the ability to communicate technical information in non-technical language Excellent English communication skills, both written and verbal, including business writing skills Experience of performance data analysis of ITIL® processes Ability to work with all levels of client and internal resources Ability to organize, delegate, and leverage resources to accomplish objectives Supervisory skills and the ability to leverage support from other parts of the organization Organizational and time management skills.

Role & responsibilities 1. ITOM Solutioning: a) Lead and execute ITOM engagements, including Discovery, Service Mapping, Event Management and CSDM using ServiceNow. b) Deployment of ITOM applications to monitor and automate IT infrastructure operations, focusing on cloud and hybrid environments. c) Provide subject matter expertise for the architecture, design, and optimization of IT operations. 2. CMDB (Configuration Management Database) Solutioning: a) Design and implement an optimized CMDB that supports IT Service Management (ITSM) and aligns with the Common Service Data Model (CSDM). b) Develop, manage, and optimize CMDB health, governance, and data quality. c) Ensure CMDB data accuracy by integrating multiple data sources and developing CI (Configuration Item) relationships. 3. Service Mapping: Lead the design and implementation of Service Mapping initiatives, mapping IT services to the underlying infrastructure in ServiceNow. Create and maintain service maps to reflect business services, application services, and infrastructure dependencies. Enable proactive service impact analysis and incident management by building end-to-end visibility into service delivery. 4. Client Engagement & Requirement Gathering: a) Conduct workshops and meetings to capture and analyze client requirements, aligning the ServiceNow ITOM/CMDB/Service Mapping solutions with business objectives. b) Translate functional requirements into technical designs and solutions, ensuring the clients IT strategy is supported by the platform. 5. Solution Design & Development: a) Collaborate with technical teams, developers, and ServiceNow architects to ensure accurate implementation of solutions based on best practices. a) Configure ServiceNow workflows, business rules, and UI components to support ITOM, CMDB, and service mapping functionalities. b) Work closely with change and release management to deploy new capabilities into production environments. 6. Training & Documentation: a) Provide training and knowledge transfer to client teams on ITOM/CMDB/Service Mapping features, capabilities, and best practices. b) Develop comprehensive documentation for the implemented solutions, including design documents, test plans, and user guides. 7. Testing & Support: a) Conduct testing, validation, and troubleshooting of ITOM/CMDB/Service Mapping solutions. b) Support post-implementation activities, including issue resolution, enhancements, and system performance optimization. 8. Continuous Improvement: a) Identify areas for process improvement and automation within the clients IT operations, focusing on enhancing operational visibility and efficiency. b) Stay updated on ServiceNow product enhancements, patches, and new features, advising clients on leveraging new capabilities. Preferred candidate profile a) IT Service Asset & Configuration Management (HAM & CMDB specifically) functional consulting & operations b) Strong expertise in ServiceNow ITOM Suite (Discovery, Event Management, Service Mapping, HAM Pro, Certificate Mgmt.) c) Solid understanding of Service Mapping concepts, best practices, and configuration. d) Experience with cloud environments (AWS, Azure, GCP) and their integration into ServiceNow. e) Familiarity with ITIL processes, especially Service Asset and Configuration Management, Incident, and Problem Management. f) Excellent client-facing and communication skills, with the ability to translate technical concepts into business value. g) ServiceNow certifications (Certified Implementation Specialist in ITOM Suits, Discovery, or CMDB) are highly desirable. Essential Requirements: BE/B. Tech (minimum), MBA (IT/Operations) is preferred Minimum IT experience required is 7 10 years in ITIL® process functional consulting domain specially in CMDB, ITOM & Service Mapping Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred) Strong oral and written communication skills with the ability to communicate technical information in non-technical language Excellent English communication skills, both written and verbal, including business writing skills Experience of performance data analysis of ITIL® processes Ability to work with all levels of client and internal resources Ability to organize, delegate, and leverage resources to accomplish objectives Supervisory skills and the ability to leverage support from other parts of the organization Organizational and time management skills.