Consultant ITSM
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Job Location:
Navi Mumbai - India
Yearly Salary:
₹ 1000000 - 1400000
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Consultant ITSM
Experience :At least8 -10 years of experience in IT Service Management within large organizations with a proventrack recordof managing and improving ITILprocesses.
Qualification:Bachelors degree in computer science Information Technology ora relatedfield.
Certification:
- ITIL Expert or ITIL Master Certification
- ISO 20000 (SMS) Certification
- PMP orPRINCE2 Practitioner(Optional)
Responsibilities:
TIL Process Design & Optimization
- Oversee thedesign implementation and optimizationof ITIL processes such as Incident Problem Change Configuration and Service Level Management.
- Ensure IT services are aligned with theCustomer /MSP programs strategic goalsand drive continuous service improvement initiatives.
- Identifyinefficiencies in service management processes and implementprocess redesignsfor operational excellence.
Service Performance Measurement & Reporting
- Develop andmaintaina structured framework for measuring and reportingDaily Weekly Monthly and Quarterly SLA and KPI metrics.
- Ensurealignment of SLAs and KPIs with contractual obligations customer expectations and regulatory requirements.
- Implement automated dashboards and reporting tools to provide real-time visibility into service performance.
- Supportaudit-ready reportingbymaintainingaccuratehistorical data and documentation for compliance purposes.
- Perform trend analysis on SLA/KPI data toidentifypatterns predict potential breaches and implement preventive measures.
- Collaborate with stakeholders to defineclear performance baselinesand continuously refine measurement criteria.
Governance Compliance & Audits
- Lead and supportinternal service quality auditsand ensure strict adherence to ITIL and organizational process compliance.
- Prepare and present audit findings to senior management and recommend corrective actions.
- Maintain compliance withorganizational policies government regulations and IT governance standards.
- Act as the primary point of contact for external audits and contractual compliance reviews.
Training & Knowledge Management
- Conductperiodic training sessionson customer-defined ITIL processes and emerging ITSM best practices.
- Develop knowledge-sharing programs andmaintainupdated process documentation for easy reference.
- Foster a culture of continuous learning and process improvement across IT service teams.
- Lead and mentor IT service teams fostering a culture of accountability innovation and customer focus.
Problem Management
- Implement a robustProblem Management frameworktoidentifyrecurring issues and reduce service disruptions.
- EnsureRoot Cause Analysis (RCA) documentationis completed for allPriority 1 (P1) ticketsand shared with stakeholders.
- Drive proactive problem detection and resolution strategies to minimize impact on business operations.
- Maintain a problem knowledge base to preventrepeatincidents and improve resolution times.
Change Management
- Design and implement acomprehensive Change Management processaligned with ITIL best practices and organizational goals.
- Establish governance forChange Advisory Board (CAB)meetings and ensure proper risk assessment for all changes.
- Develop workflows forStandard Normal and Emergency changes ensuring minimal disruption to business operations.
- Provide training and guidance to teams onChange Management policies and procedures.
- Monitor and report onchangesuccess rates failed changes and improvement opportunities.
Mandatory:
Understanding ofcloud services cybersecurity frameworks and modern IT infrastructure.
Strong knowledge of ITSM tools (BMC Remedy ServiceNow Ivanti)
Goodknowledge of IT Monitoring Tools like Solar WindsDynatraceNagiosetc.
Required Experience:
Contract
Key Skills
- Sales Experience
- Direct Sales
- Hyperion
- Financial Services
- Financial Concepts
- Banking
- Oracle EBS
- Securities Law
- Peoplesoft
- Oracle
- Financial Management
- Workday
About Company
Intertec Systems is an IT services company headquarters in Dubai. We specialize in Retail, Banking, Insurance, and Healthcare organizations across Middle East and India. Intertec’s key capabilities include Digitalization of Business Operations, IT Services and Operations, Hybrid IT, S ... View more
