ITSM Track Associate Specialist

ITSM Track Associate Specialist

Hexaware
6-9 years
Not Specified

Job Description


Job Description
ITSM Critical Incident/Problem/Change Manager
Role: ITSM Critical Incident/Problem/Change Manager
Grade: G6 / G5
Level - L2
Experience: 6-9 Years
1. Role Overview
A process manager who's responsible to manage ITIL® processes like Critical & Normal Incident Management, Problem Management & Release Management for a customer environment with 24x7 coverage and would be part of ITSM team
2. Job Description
a. Critical Incident Management
i. End-to-end ownership & responsibility of day-to-day Critical/Normal Incident Management support
ii. Qualify and manage critical incidents for customer from start till its resolution along with required communication, management of conference bridges (both business & technical) etc. while working with multiple teams and in consideration with applied SLAs
iii. Prepare critical incident report post resolution & raise problem tickets
iv. Bring critical incident to resolution while minimizing the impact to business processes
v. Participate or lead required reviews, discussions related to incident management support
b. Problem Management
i. End-to-end ownership & responsibility of day-to-day Problem Management support
ii. Qualify & manage problem records for customer from start till its resolution along with required communication, reviews, discussions while working with multiple service providers and in consideration with applied SLAs
iii. Identify & align problem investigators and resolvers from various technology tracks and service providers
iv. Participate or lead required reviews, discussions related to problem management
v. Coordinate updates to KEDB for resolved problem records
vi. Conduct proactive trend analysis as part of Problem Management and raise new problem records if need be
c. Change Management
i. End-to-end ownership & responsibility of day-to-day Change Management support
ii. Coordinate with respective support group's Change Owners/Implementers to ensure completeness of change records for different inputs like implementation plan, roll back plan, Risk & Impact Assessment, required approvals etc.
iii. Lead and manage Change Advisory Board (CAB) or E-CAB
iv. Lead Post Implementation Reviews (PIRs) for various critical changes
v. Participate or lead required reviews, discussions related to change management
d. For all process areas
i. Maintain in-depth understanding of overall IT environment of customer as well as services provided by respective service providers with good command over various technology areas from functionality perspective
ii. Regularly assess & identify gaps in current process and suggest improvements
iii. Prepare/update training material & conduct operational trainings/refreshers whenever required
iv. Utilize implemented KPIs/SLAs for regular measurements & reporting
3. Desired Skills:
a. ITIL® Foundation certified, Intermediate is preferred
b. Strong customer service orientation
c. Passion for analyzing problems, driving continuous performance improvement
d. Comfortable with and effective use of MS Office applications
e. Close attention to detail and accuracy
f. Deadline driven and results oriented
g. Flexible attitude and ability to interact with a diverse business user community and changing environment
4. Essential Requirements:
a. Graduate (minimum), BE/B. Tech preferred
b. Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)
c. Excellent English communication skills, both written and verbal, including business writing skills
d. Experience of performance data analysis of ITIL® processes
e. Ability to work with all levels of client and internal resources
f. Positive learning attitude and willing to work in team environment

About Hexaware

Job Source : careers.hexaware.com

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