Senior Lead - Change Management (SM5)

Required Skills
Functional | IT Change Management | Reviewing and Closing of Requests for Change (RFCs) Technology | Usage of ITSM tools | IT Service Management | Service Desk Behavioral | Aptitude | Tasks Related Skills Behavioral | Microland Skills | Execution Excellence Education Qualification :
Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable :
Technology | IT Service Management Certifications | ITIL Intermediate Certificate Key Responsibilities: - Ensuring that Change requests have been raised for all Changes taking place - Determining the correct approval levels to be applied to the Change - Steering Changes through the review and approval process - Preparing the documentation required to support the Technical Reviews and CAB meetings - Notifying Change owners and implementers of the approval, rejection and rescheduling of Changes - Confirming the closure and closure status of Changes and conducting any post implementation reviews required - Production of management statistics on the Change process - Timely submission of weekly/monthly productivity reports and Dashboards and have discussion with SO and SDM on regular intervals and Client communications - Responsible for meeting targets of KPIs and SLAs - Providing a point of escalation for any issues - Demonstrating the ownership to safeguard the IT Infrastructure of the organization - Working knowledge about the core components aligned to ITIL process in general and Change Management being reviewed, or changes proposed. - Solid understanding of the Critical Success Factors (CSF) and KPIs aligned to Change process to effectively analyze the process, review related procedures and standards in input/output of data - Strong interpersonal skills to engage in cross business/team discussions across the different Geographical teams in the organization - Experience in IT enabled services IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users) - Detailed knowledge of the Change Management and other Information Technology Infrastructure Library (ITIL) processes with an eye to progressive levels of certification as required. ITIL Certified (Min Foundation level) - Communication skills (oral and written) in the English, to summarize key issues and findings, to formulate supportive ideas and materials as well as present findings and ideas clearly and concisely to a variety of levels of the organization