Service Management

Role - Service Management (Change, Incident, Problem, CMDB)

Years of Experience - 7 to 10 years

Location - Pune

• 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.