IT Service Management Representative

apartmentAccenture placeBangalore calendar_month19/10/2024

Project Role : IT Service Management Representative
Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.
Must have skills : Infrastructure Service Management, IT Infrastructure Operations
Good to have skills : NA
Minimum 12 year(s) of experience is required

Educational Qualification : A 15 Years of full time education

Skill Requirements – IT service management roles

The candidate should be trained in ITIL and should now the service support process including Major Incident Management (MIM) process, Change management, problem management, configuration management and incident management.
Exposure to Service now tool and reporting using service now.
Exposure to Service now CMDB including - Manages and maintains CMDB, Creates and manages Configuration management plan CI registration procedures, access and privileges, Proposes and agrees CI’s to be uniquely identified, ensure compliance, provide reports, Provide information on CI’s, Archive suspended copies of CI’s and Conduct audits
Excellent communication skills both verbal and written
The candidates should be trained in the ITSM tool which will be used during operations.
Good reporting and analytical skills
Daily, Weekly, Monthly, Quarterly SLA and other metrics reporting including - Maintain the SLA and OLA and if there any third-party contracts, Analyses and reviews service performance against the SLA’s and OLA’s, Initiate any action required to maintain or improve service levels, Produce regular reports on service performance and delivery
Good presentation skills and effective team player

Expectation from the candidates for the ITSM

Coordinate change requests from creation to closure.

ii. Coordinate problem.
iii. Effective documentation and report writing
iv. Carryout Trend Analysis on incidents

Audit reports

vi. Provide reporting and statistics
vii. Schedule changes

viii. Minute CAB meetings

Roles and responsibilities – IT service management roles

Change management

Change requestor:
Consults with CA (if the CA is not the CR) before making the RFC via the tool

ii. Enters all data into the Tool in time for CAB review
iii. Iterates as needed with the CA and CM for successful change implementation

Change Advisory Board Facilitator
Facilitates the weekly CAB meetings via the tool/bridges

ii. Enforces rules of conduct during weekly meetings

Change Advisory Board Scribe
Records, distributes, and files minutes for each CAB meeting

ii. Makes CMC records available upon request

Change Management Committee Chair
Chairs the CMC

ii. Oversees the Change Management Process and presents the documentation to the CMC for review and approval
iii. Makes final decisions on policies and procedures
iv. Appoints the CAB Facilitator, Secretary, and FSC Planner

Change Manager
Responsible for Any and all changes within their group

ii. Timely approval of all RFCs from CR
iii. Accurate assessment of Urgency, Risk and Impact of change
iv. Providing justification for emergency changes

Confirming CAB approval and notifying CA to proceed with change

Problem Management

Problem Management Process Owner
Accountable for the success and quality of the Problem Management process

ii. Ensures that the Problem Management process is followed correctly
iii. Ensures process training is available for those responsible for executing the Problem
iv. Management activities

Maintains a Continuous Process Improvement plan for Problem Management
Problem Manager
Monitors and reports against the Critical Success Factors (CSF), Key Performance Indicators (KPI) and activity metrics.

ii. Ensures Problems are properly identified, classified and logged by Problem Analysts.

iii. Provides status updates on problems and known errors.

iv. Conducts Problem Reviews

Responsible for liaising with and providing reports to other Service Management functions

vi. Works with Service Desk, Incident Management, etc. and Problem Analyst(s) to determine whether to perform Root Cause Analysis or to implement identified solutions.
vii. Tracks status of Requests For Change (RFCs) initiated by Problem Management.

Configuration management:

Plans and executes population of the CMDB
Manages and maintains CMDB
Creates and manages Configuration management plan CI registration procedures, access and privileges.
Proposes and agrees CI’s to be uniquely identified
Ensure compliance

Responsible for creating and maintaining service catalogue
Maintain the SLA and OLA and if there any third party contracts
Analyses and reviews service performance against the SLA’s and OLA’s
Produce regular reports on service performance and delivery
Initiate any action required to maintain or improve service levels
Responsible for the client relationship.

electric_boltImmediate start

IT Service Management Representative

apartmentAccentureplaceBangalore

Project Role : IT Service Management Representative Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk...

thumb_up_altRecommended

IT Service Management Representative - Bangalore

apartmentAccentureplaceBangalore

check_circleNew offer

[ref. a42833218] IT Service Management Representative - Bangalore

apartmentAccentureplaceBangalore

Recommended jobs:

Account Manager Jobs in Bangalore

Assistant Manager Jobs in Bangalore

Management Jobs in Bangalore 4 Urgent

IT Jobs in Bangalore 5 Urgent

Analytics Manager Jobs in Bangalore