Major Incident Manager

Role

ITIL Process Operations Consultant

(Skills - ITIL / ITSM)

Job Title

Associate Consultant / Sr Business Analyst (ITIL)

Tech Mahindra delivers large application maintenance support (AMS) -managed services and IT Infrastructure managed services (IMS) to many customers. As part of AMS and IMS delivery, Tech Mahindra will also implement Service Management Office (SMO) which will implement and operate ITIL best practices. This role will be part of SMO working in AMS/IMS engagements

We are currently looking for ITIL Process operations consultants. Person in this role should work as process coordinator for Major Incidents/Incident/ Problem / Change / Release/Requests/Knowledge Mgmt or similar roles. Along with executing process operations work, this role requires Identification of continual improvement, data analysis, IT process reengineering, ITIL process training to name few

All our AMS/IMS managed services engagements are matured with ITIL process. We are constantly looking to enhance or transform our managed services. We expect our SMO process consultants to implement transformational trends such as Service Integration & Management (SIAM), IT Automation, RPA based automation for service requests, GenAI based knowledge management, Agile-Operations (AgileOps), AIOps, Data Analytics to name few

Knowledge Requirement

Demonstrates knowledge and experience in the following areas

• ITIL Process based operations on Version 3 /ITIL 4
• Major Incident Management
• Incident operations
• Request Management operations
• Change and release management
• Service Level Reporting
• Strong expertise in Service Operations and Service transition
• Detailed documentation of ITIL process, the process document should consist of inputs / outputs, process dependencies, RACI Metrics, detailed process steps, KRA, metrics
• Prepare training material and conduct training
• Perform ITIL process-based audits
• Advice service now / other tools team to configure ITIL process
• Identify automation use cases, get this configured through technical teams
• Drive Continual Service Improvements

Experience

5 years to 12 Years

Education

BE / MTech / MCA

Certificate (At least one of the listed)

ITIL V3 Expert

ITIL 4 – Any

Location

Bangalore or Hyderabad

Number of Opportunities

10

Working Hours

Please apply ONLY if you are flexible to work in all the below scenario

1) Complete US business hours ( night shift)

2) 24 x 7 rotational shift

3) UK hours as primary, however rotation shifts for 24 x 7

Special Remarks

Candidate must be willing to Work from Office location. Work Location will be Tech Mahindra office in Electronic City, Bangalore or Hyderabad locations. Candidates who are residing within one hour from this location preferred, since work is expected to be from office

Those who are in any other city need not apply – this role doesn’t support relocation

Please complete the “preliminary questions”, paste it in the first page of your CV.