Information Technology Service Management Specialist

Role - ITSM-MIM

Experience- 2-4 yrs

Location - Chennai

Role and Responsibilities

Incident Management : -

1. Own the Incident Management process and manage the incident life cycle.

2. Provide adequate process awareness for the organization.

3. Manage effectiveness and efficiency of the process.

4. Review all the escalated incidents and take appropriate actions.

5. Focus teams on the restoral of services for the customer.

6. Monitor and report the performance of the process.

7. Identify opportunities for process improvement.

8. Govern continual service improvement and own the Incident Management process.

Major Incident Management : -

1. Participate in conference calls, meetings and war rooms during major incidents. Ensure the correct approach is being taken by TCS.

2. Participate in the post incident management review meetings.

3. Raise problem record to the concerned team to identity the root cause for all the major outages and create KB articles wherever necessary.

4. Resolve possible conflicts during vendor engagement.

5. Provide an insight to higher management regarding Major Incident Management process.

6. Resolve conflicts in the process.

7. Resolve ‘order of play’ service reinstatement issues, especially business prioritization.

8. Review Major Incident handling and provide feedback as needed.

Problem Management : -

1. Perform incident tickets analysis and tag a problem record with the relevant team for the recurring incidents to identify permanent fix.

2. Diagnose the problem by using techniques such as five why, fishbone etc.

3. Generate reports to analyze the progress made with the problem records raised.

4. Create KB articles in KEDB.

Change Management : -

1. Establish, document, implement, manage and monitor the Change Management processes and standards in line with overall objectives agreed with the Client

2. Undertake detailed analysis of complex services, covering a broad range of technologies, to ensure that proposed changes are safe and fit for purpose, including comprehensive analysis of risk, business continuity, impact and resource requirements.

3. Interpret, compare complex information and challenge proposed requests for change to ensure that the change is robust and that the impact on and risk to the organization is minimal

4. Manage, review and close Requests for Change (RFC).

5. Develop & implement Change Management policies and procedures and ensure that the entire organization complies with the procedures

6. Arrange workshops to promote understanding of the Change Management process

7. Develop and present Change Management reports as required

8. Establishment and running of a Change Advisory Board (CAB).

9. Chair Change Advisory Board (CAB) meetings and the CAB / Emergency Committee

Release Management : -

1. Establish, document, implement, manage and monitor the Release Management process such that it satisfies the Client objectives

2. Develop & implement Release Management policies and procedures and ensure that the entire organization complies with the procedures

3. Plan and organize a broad range of complex activities to oversee the successful release of software, hardware and associated Configuration Items for IM&T services, ensuring that their impact across the organization is controlled

4. Coordinate services, implement & monitor Release Plans, including producing detailed timetables of events and documenting action plans by individual sites

5. Design and implement efficient procedures for the distribution and installation of Changes to Client systems and services

6. Ensure hardware and software being changed is traceable, secure and only correct, authorized and tested versions are installed

7. Communicate and manage expectations during the planning and rollout of new Releases.

8. Agree exact content and rollout plan for a Release, through liaison with Change Management

9. Implement new software and hardware releases into the operational environment using the controlling processes of Configuration Management and Change Management – a Release should be under Change Management and may consist of any combination of hardware, software, firmware and document CIs

10. Responsible for development and maintenance of a Definitive Software Library database (DSL), and ensure master copies of all software and associated installation instructions are secured therein.

Capacity Management : -

1. Ensures that there is sufficient capacity to meet service level targets

2. Keeps IT management informed about capacity needs

3. Provides capacity requirements for new or modified IT services

4. Maintains an overall understanding of current service capacity and trends

5. Ensures that performance testing is carried out on new and modified IT services

6. Works to proactively provide sufficient IT capacity

7. Produces and maintains a Capacity Plan

8. Ensures that capacity-related incidents and problems are addressed

9. Ensures the creation, maintenance, and use of a Capacity Management Information System (CMIS)

10. Assesses the capacity impact of new change requests

11. Participates on the Change Advisory Board (CAB) as needed

12. Is responsible for monitoring IT capacity levels, comparing actual levels against targets, and addressing shortfalls

13. Carries out the Process Manager responsibilities for the Capacity Management process

Availability Management : -

1. Ensures that all IT services meet availability target levels

2. Provides requirements to ensure that new or modified IT services will meet availability targets

3. Ensures that new or modified IT services follow availability tests and plans after a major business change

4. Works to proactively enhance IT service availability

5. Produces and maintains an Availability Plan which prioritizes and plans IT availability improvements

6. Ensures that availability-related incidents and problems are addressed

7. Ensures the creation, maintenance, and use of an Availability Management Information System (AMIS)

8. Assesses the availability impact of new change requests