Job Summary
• Improve operational effectiveness and efficiency within the organization by providing expertise and consulting, Incident Management + Change Management (Planning & Execution), On - call Escalation, Ticket Quality, Process adherence & Security compliance, Customer feedback (Appreciations, CSAT survey results), KB preparation and review, Knowledge sharing & documentation, Root cause analysis / Problem Management + Capacity / Architectural Management, SLA compliance for tickets and Value Add Training / Mentoring.
Key Responsibilities
Job Description • To work within their Governance & Strategic Business Unit • Responsible for developing processes and process documentation, procedure, policies, and process metrics, on job training and communication. • Responsible for development and integration of IT Governance processes, procedures, policies, and process metrics, with an emphasis on process integrations. • Conducts ITIL Process Maturity Assessments and prepares/presents high-level management briefs. Identify and assimilate similar and/or overlapping activities/initiatives within the IT • Provide process ownership through design, implementation and continuous improvement activities in the process life cycle. • Publicize activities and build commitment and consensus around Process Management activities • Improve operational effectiveness and efficiency within the organization by providing expertise and consulting, Incident Management + Change Management (Planning & Execution), On - call Escalation, Ticket Quality, Process adherence & Security compliance, Customer feedback (Appreciations, CSAT survey results), KB preparation and review, Knowledge sharing & documentation, Root cause analysis / Problem Management + Capacity / Architectural Management, SLA compliance for tickets and Value Add Training / Mentoring. • Standardizing/Improvising ITIL® processes and functions’ implementations in large complex IT environments • Establishing and executing strategic and tactical plans for a full scale implementation of the ITIL / ITSM framework using industry standard ITSM tools across organization • Capable of working as Functional Consultant for multiple process transformation implementations for a complex IT environment • Capable of developing and implementing new or improvising existing standard policies, processes, procedures, work instructions etc. • Capable of handling a small Process resource team and guide the team to deliver the required deliverables in timely manner (or working as individual contributor) for a large implementation or an R&D project, Incident Management + Change Management (Planning & Execution) On-call Escalation, Ticket Quality, Process adherence & Security compliance, Customer feedback (Appreciations, CSAT survey results), KB preparation and review, Knowledge sharing & documentation, Root cause analysis / Problem Management + Capacity / Architectural Management, SLA compliance for tickets and Value Add Training / Mentoring • Standardizing/Improvising ITIL® processes and functions’ implementations in large complex IT environments • Establishing and executing strategic and tactical plans for a full scale implementation of the ITIL / ITSM framework using industry standard ITSM tools across organization • Capable of working as Functional Consultant for multiple process transformation implementations for a complex IT environment • Capable of developing and implementing new or improvising existing standard policies, processes, procedures, work instructions etc. • Capable of handling a small Process resource team and guide the team to deliver the required deliverables in timely manner (or working as individual contributor) for a large implementation or an R&D project, Incident Management + Change Management (Planning & Execution) On-call Escalation, Ticket Quality, Process adherence & Security compliance, Customer feedback (Appreciations, CSAT survey results), KB preparation and review, Knowledge sharing & documentation, Root cause analysis / Problem Management + Capacity / Architectural Management, SLA compliance for tickets and Value Add Training / Mentoring • ITSM Proce
Skill Requirements
ITIL / ITSM framework using industry standard ITSM tools across organization. Leadership qualities Excellent communication skills
Other Requirements
Capable of handling a small Process resource team and guide the team to deliver the required deliverables in timely manner (or working as individual contributor) for a large implementation or an R&D project (1.) Incident Management, Change Management (Planning & Execution) On call Escalation Ticket Quality Process adherence & Security compliance Customer feedback (Appreciations, CSAT survey results) KB preparation and review, Knowledge sharing & documentation Root cause analysis / Problem Management, Capacity / Architectural Management SLA compliance for tickets Value Add Training / Mentoring