Job Description – Service Management

Exp: Minimum 8+ years of relevant experience with 10-14 years overall IT industry.

Desired Skills – Roles and Responsibilities

• Strong knowledge in ITSM Major Incident Management/Problem Management / Change Management processes/practices.
• Strong understanding of ITIL Information Technology Infrastructure Library principles.
• Proven experience in incident management within an IT service management framework
• especially in the context of Incident Management.
• Lead and coordinate the response to IT incidents ensuring that the appropriate resources are engaged to resolve issues promptly.
• Implement incident resolution procedures to restore services within agreed upon service level agreements SLAs.
• Establish and maintain a classification system for incidents based on impact and urgency
• Prioritize incidents according to their business impact and criticality.
• Communicate incident status updates and resolutions to relevant stakeholders including end user’s management and support teams.
• Act as the primary point of contact for incident related communications
• Implement escalation procedures to ensure that incidents are appropriately escalated based on severity and SLA breaches.
• Collaborate with support teams and management to expedite incident resolution
• Experienced in developing, documenting, communicating, and maintaining Problem Management (Reactive and proactive) process and procedures.
• Produce Problem Management reports and management information.
• Identify trends and potential Problem sources (by reviewing Incident and Problem analyses).
• Review the efficiency and effectiveness of the Problem control process.
• Coordinates meetings to resolve problems.
• Maintains inventory of problems under analysis and their current progress and status.
• Follows up on issues and progress with problem owners where necessary.
• Identifies resources needed to resolve problems.
• Monitors the effectiveness of error control and makes recommendations for improvements.
• Should have experience in developing, documenting, communicating, and maintaining the Change Management process and procedures.
• Leading/Attending Change Advisory Board (CAB) meetings.
• Effectively working with all involved stakeholders to ensure the objectives and goals of the Change Management process is always met.
• Evaluating the change impact and organizational readiness to limit potential risk.
• Supporting training and communication as part of change management. Activities may include designing or delivering specialized training resources to an appropriate userbase.
• Evaluating resistance in adopting the change at the user, process, and technology level.
• Conduct post-implementation reviews to assess the decisions and performance related to the change request.
• Should have familiarity and working experience with Service Management tools – HPSM, BMC Remedy, Jira, Service Now etc.

Good to Have:

• Experience with cloud technologies (e.g., Microsoft Azure, Google Cloud, Amazon Web Services, and cloud-specific PaaS and SaaS solutions)
• Understanding of SLA/KPI in Infrastructure Environment and experience in preparing & analysing of Reports/Dashboards.
• Relevant knowledge and understanding of other ITIL ITSM Processes - Configuration Management, Service level Management, Asset Management etc.

Academic Qualification and Certifications:

• BE/BTech/MCA

·        ITIL Processes - ITIL Foundation/Intermediate.

·        Relevant IT certifications preferred.

·        ISO 20000/BS15000 knowledge or having implemented.

Interpersonal Skills

• Ability to work is a fast paced, agile environment with large cross-functional teams
• Ability to manage multiple priorities at the same time
• Ability and aptitude to pick up new technologies or procedures
• Strong problem-solving skills
• Excellent interpersonal and communication skills, both written and verbal