ITIL & ITSM Process Consultant | 4 To 12 Years| Mumbai & Pune

Key Responsibilities:

• Service Design and Implementation:
• Lead the design and implementation of ITIL-based processes, such as Incident Management, Problem Management, Change Management, Service Level Management, and more.
• Develop, document, and maintain IT service management policies and procedures aligned with ITIL standards.
• Design and implement a comprehensive Service Management strategy that ensures IT services meet business needs.
• Process Optimization and Continuous Improvement:
• Monitor and analyze ITSM processes and workflows for effectiveness, efficiency, and quality.
• Conduct regular process reviews and lead continuous improvement initiatives to enhance service quality and minimize disruptions.
• Ensure compliance with service management best practices and frameworks.
• Stakeholder Engagement:
• Work closely with business and IT stakeholders to understand requirements and ensure alignment between IT services and business needs.
• Provide training and support to employees on ITIL and ITSM processes to ensure their effective usage across the organization.
• Reporting and Metrics:
• Define and track service metrics and KPIs to assess the performance of IT services and processes.
• Create and present reports on service performance, incident trends, and continuous improvement initiatives.
• Incident and Problem Management:
• Oversee incident management processes to ensure effective handling of service disruptions.
• Lead problem management efforts to identify root causes and prevent recurrence of issues.
• Change and Release Management:
• Implement and manage the Change Management process, ensuring proper risk assessments and approvals for all changes.
• Coordinate with teams for release planning, scheduling, and post-release evaluations.