SM -NetApp Storage
SM -NetApp Storage
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Job Description
Position Description:
Level 2 4 -6 YRS
Minimum 7 years of experience in service management life cycle experience
Incident Management Change Management and Problem Management are three key processes within IT Service Management (ITSM) frameworks like ITIL (Information Technology Infrastructure Library). Each process plays a distinct role in ensuring the stability reliability and efficiency of IT services. Heres a brief overview of each along with their respective job descriptions:
1. Incident Management:
Job Description:
Respond to and resolve incidents reported by users or detected through monitoring tools within agreed-upon service levels.
Log categorize prioritize and assign incidents appropriately.
Communicate effectively with users stakeholders and relevant teams to provide updates on incident resolution progress.
Diagnose and troubleshoot technical issues coordinating with technical teams when necessary.
Ensure that incidents are resolved efficiently and effectively minimizing impact on business operations.
Identify and escalate major incidents as per defined procedures.
Contribute to the continuous improvement of incident management processes.
2. Change Management:
Job Description:
Evaluate and assess proposed changes to IT services systems or infrastructure to minimize disruption and risk.
Review change requests for completeness feasibility and compliance with policies and procedures.
Coordinate with stakeholders to assess the potential impact of changes on business operations.
Develop and document change plans including testing implementation and back-out procedures.
Obtain necessary approvals for changes from the Change Advisory Board (CAB) or Change Management Committee (CMC).
Communicate change schedules risks and impacts to relevant stakeholders.
Oversee the implementation of approved changes ensuring adherence to change plans and minimizing service disruptions.
Monitor and review implemented changes to verify their effectiveness and address any issues that arise.
3. Problem Management:
Job Description:
Identify and investigate the root causes of recurring incidents or systemic issues impacting IT services.
Conduct thorough problem analysis utilizing tools data and expertise to diagnose complex technical problems.
Collaborate with incident management and other teams to gather relevant information and insights.
Prioritize and categorize problems based on their impact and frequency.
Develop and implement solutions workarounds or preventative measures to address identified problems.
Facilitate problem resolution activities coordinating with technical experts and stakeholders as needed.
Document known errors known solutions and workarounds in the known error database (KEDB).
Conduct trend analysis and reporting to identify patterns emerging issues and opportunities for improvement.
Drive continuous improvement initiatives to enhance the reliability and stability of IT services.
Overall professionals in these roles should possess strong analytical communication and problem-solving skills as well as a solid understanding of ITSM frameworks and best practices. They should also be adept at working collaboratively across teams and managing stakeholders effectively.
Skills:
- IT Service Management
- NET App
- Storage
- Storage & Back-up
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
Employment Type
Full-Time
