SSE-IT Service Management

Minimum 4 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.

Your future duties and responsibilities

Required qualifications to be successful in this role
Behavioral Competencies :
Proven experience of delivering process efficiencies and improvements
Clear and fluent English (both verbal and written)
Ability to build and maintain efficient working relationships with remote teams
Demonstrate ability to take ownership of and accountability for relevant products and services
Ability to plan, prioritise and complete your own work, whilst remaining a team player
Willingness to engage with and work in other technologies
Note: This job description is a general outline of the responsibilities and qualifications typically associated with the Virtualization Specialist role. Actual duties and qualifications may vary based on the specific needs of the organization.

Skills:

• Incident Management
• IT Service Management
• Problem Management
• ServiceNow IT Service Mngt
• ServiceNow