Senior Consultant - ITIL

Skills

A cross-skilled ITSM process manager who's responsible to manage multiple ITIL- processes named Critical & Normal Incident Management, Problem Management & Change Management for a customer environment with 24x7 coverage

Critical Incident Management:

· End-to-end  ownership  &  responsibility  of  day-to-day Critical/Normal Incident Management support

· 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

· Prepare critical incident report post resolution & raise problem tickets

· Bring critical incident to resolution while minimizing the impact to business processes

· participate or lead required reviews, discussions related to incident management support

Problem Management:

· End-to-end ownership & responsibility of day-to-day Problem Management support

· 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

· Identify & align problem investigators and resolvers from various technology tracks and service providers

· Participate or lead required reviews, discussions related to problem management

· Coordinate updates to KEDB for resolved problem records

· Conduct proactive trend analysis as part of Problem Management and raise new problem records if need be

Change Management:

· End-to-end ownership & responsibility of day-to-day Change Management support

· 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.

· Lead and manage Change Advisory Board (CAB) or E-CAB

· Lead Post Implementation Reviews (PIRs) for various critical changes

· Participate or lead required reviews, discussions related to change management

· For all above (MIM/IM, PM & CM) process areas

· 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

· Regularly assess & identify gaps in current processes and suggest improvements

· Prepare/update training material & conduct operational trainings/refreshers whenever required

· Utilize implemented KPIs/SLAs for regular measurements

& reporting

· Comfortable with and effective use of MS Office applications

· Close attention to detail and accuracy

· Deadline driven and results oriented

· Flexible attitude and ability to interact with a diverse business user community and changing environment

· Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool

· Excellent English communication skills, both written and verbal, including business writing skills

· Experience of performance data analysis of ITIL- processes

· Ability to work with all levels of client and internal resources

· Positive learning attitude and willing to work in team environment

· Any other required tasks