ITIL SME

Position

Location

Mode of Hiring

Industry

Headquarter

Working Days

Weekends

Responsibilities

• Design, implement, and optimize ITIL processes, ensuring alignment with organizational objectives.
• Lead process improvement projects focused on ITIL areas such as Incident Management, Problem Management, Change Management, and Service Request Management.
• Provide expertise in ITIL process integration with organizational workflows and tools.
• Analyze the service requests to automate or left shift the tickets.
• Analyze the incidents, find opportunities to minimize the incidents.
• Ensure seamless Major Incident resolution, report MIR, RCA, etc.
• Guide teams to find areas of pro-active Problem Management.
• Own CAB, E-CAB process. Ensure least rollback of Changes implemented.
• Collaborate with MS project team to ensure seamless service delivery and adherence to SLAs.

• Develop and deliver training sessions and workshops on ITIL and Six Sigma principles to enhance organizational knowledge.

• Act as a mentor to team members on ITIL best practices and Six Sigma techniques.
• Conduct audits and reviews to ensure ITIL process compliance and identify opportunities for improvement.
• Produce documentation, including process designs, workflows, and improvement plans.
• Analyze metrics and KPIs to assess process performance and implement corrective actions.
• Apply Six Sigma Black Belt methodologies to identify process inefficiencies, eliminate waste, and ensure continuous improvement.
• Connect with Customers, analyze CSAT surveys.
• Do periodic update to organizational Quality Management System with new processes, reusable Components, APIs, etc.
• Enhance new features and modules to Enterprise Management System for seamless project delivery.

Experience

• Successfully implemented ITIL processes in diverse environments, including Applications Cloud, Infrastructure, and Security domains.

• Led multiple process improvement projects using Six Sigma methodologies, achieving measurable results in efficiency and service quality.

• Conducted gap analyses and developed action plans for ITIL adoption across organizations.

• Delivered training and mentoring programs to teams on ITIL and Six Sigma principles.

• Audited ITIL processes to ensure compliance and optimize performance.