10.0 - 15.0 years

25 - 40 Lacs

pune

Work from Office

Position : ITIL SME Location : Viman Nagar, Pune (Work From Office) Mode of Hiring : Permanent Industry : Information Technology & Services Headquarter : Doha, Doha Working Days : Sunday Thursday Weekends : Friday & Saturday 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.

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