Job Description

Additional details

Level
P3
Requirement location
India - Bengaluru
Number of Position
1
Employment type
ML
Cluster/Group
Microland Delivery
Business Unit
US
Department
Service Desk & Service Mgmt.







Required Skill
Process - IT Service Management|Incident Management
Process - Design Process / Methodologies, Understanding of|Failure Mode Effects Analysis (FMEA)
Behavioral - Aptitude|Data Related Skills
Process - IT Service Management|Service Catalogue Management
Process - IT Service Management|Service Desk
Behavioral - Aptitude|Tasks Related Skills
Behavioral - Microland Skills|Execution Excellence
Details
Service Desk _Define monitoring and measurement parameters for the process in-line with defined deliverable and signed-off SLA _Train team members on changed processes / procedures _Give feedback on the basis of performance against benchmark Incident Management (IM) _Identify process deficiency & drive process efficiency _Plan and build organization / team _Achieve improved availability through improved service restoration methods Problem Management _Drive Problem Management process steps to achieve desired results _Identify training needs _Analyze cause and effect at process level Change Management (CM) _Present and review change plans to identify anomalies _Analyze change records / process and establish trends and problems _Implement change process through training / coaching Configuration Management _ Audit CMDB ( configuration management database) for correctness and completeness of Cis (Configuration Information) _Achieve no surprise elements due to out of date CMDB _Analyze process for deficiency & run training campaign _Audit and review process to strengthen the CMDB process management Release Management (RM) _Analyze the Releases from quality, timelines perspective _Supply inputs to Incident and Problem management teams _Implement process in its lifecycle _Monitor for strict adherence _Decide on Release in full / partial / delta as the case may be Availability Management (AM) _ Implement Availability requirements _Monitor and control process adherence _Monitor performance degradation due to Service interruption / down time _Analyze performance of AM process _Implementation of Availability Management process on basis of: Business Plans , Customer SLA s , Risk identification mechanism , Compliance management _Ensure proper training of resources on defined Processes, metrics and audits _Process performance monitoring to identify actual and potential failure modes and take necessary actions to improve performance either at people or at process levels Financial Management (FM) _ Allocate costs as per catalogue for services obtained _Monitor correctness of process & perform failure mode analysis of process _FM process implementation and accounting process Capacity Management (CM) _Delegate responsibility for performance and capacity monitoring and alerting tasks _ Report provision and advice to other areas of IT and the business. ITSCM (Information Technology Service Continuity Management) _Decide on Initiating BCM _Define policies & process authority SLA management _Create & update service catalogue _Update and run service improvement program IT Security Management _ Define and manage IT Security policy & assign responsibilities for sub processes Vendor Management (VM) _Define VM in RFP, selection, compliance criteria on various requirements _Co-ordinate with internal and external functions related to VM Process(e.g. Customer, CM, PM etc.) and ensure that required support is available for effective and efficient IM Process Business Relationship Management __Drive service improvement programs aiming at increasing C-SAT _Communicate and convince to the customer on the achievements of SIP for increasing C-SAT Techn