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 users 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:
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
