Service Management

Job Description

Role - Service Management (Change, Incident, Problem, CMDB) Years of Experience - 8 to 12 years Location - Pune and Chennai Service Management (Change, Incident, Problem, CMDB) Intermediate - IT infrastructure setup knowledge Knowledge and experience of Service Management/Operation process and its environment. Knowledge of the ITIL framework as well as high level of IT technical competence. Basic knowledge of Infrastructure Lifecycle and Environments. Excellent verbal and written communication capabilities and the ability to interact and influence at all levels of the organization/project. Knowledge on Planning & Forecasting. ITIL foundation, ITIL intermediate- Service Design (SD) Planning Extensive knowledge and experience of ITSM Capacity Management process and its application in an ITSM environment. Knowledge of the ITIL framework as well as high level of IT technical competence. Excellent verbal and written communication capabilities and the ability to interact and influence at all levels of the organization/project. Accountabilities Incident management Monitor report and analyze the quality of problem handling including compliance to agreements on individual problems and Design Process and Procedures. Escalate exceptions, Propose mitigations and improvements. Facilitate process improvement plans both customer specific and generic Feedback results to improvement plan owners and action holders Tasks. Manage Problems from start to end for one or more customers. Assign Problem related work to involved Technical teams. Monitoring on compliancy of agreements on individual problems Escalate exceptions to respective roles Act as operational SPOC SME for Problem Management. Maintain and support customer process implementation Provide SLA comment voice over on SLA data. Experience in authoring and production of ITIL documentation and Capacity Related Reports. Knowledge and experience of Agile / Lean / Six sigma methodologies and their application. ITIL Foundation/Expert certificate. Hands on problem management experience based on ITIL framework, including driving root cause analysis, and implementing short- and long-term fixes. Accountable for Problem Management tickets progress in line with Problem Management processes, ensuring current and accurate data and business priorities. Post the incident resolution, work with various internal technical teams to identify the root cause and roll out a corrective action and preventive recommendation. Proactive analysis of Incident trends and identification of potential problems. Show more Show less