ITSM process Lead

Primary Skills: ITSM process lead
Notice Period: Immediate Joiner to 30 days

Location: Coimbatore

Liaise with existing team to Manage the root cause identification, recording, investigation, and removal of existing causes of service failure
• Proactively identify and seek to avoid potential causes of service failure
• Coordinate technical support to lead/assist in the minimization of consequences of service failure (workarounds)
• Maintain knowledgebase problems, known errors, and workarounds
• Chair the Problem advisory Board, in accordance with existing problem RCA and preventive action documentation
• Perform reviews of major incidents, major problems, and/or changes, as per assigned processes
• Audit documentation of core processes to insure cross-process continuity, alignment with continuous improvement roadmap
• Exceptional customer service, interpersonal, presentation, and communication skills required to interact effectively with all levels of the organization and external contacts.
• Understanding of the needs, objectives, and constraints of ITSM operations and management
• Develop, implement, manage, and continuously improve knowledge management processes in accordance with industry best-practices
• Manage changes to configuration items to maximize business benefit while minimizing risk
• Chair the Change Advisory Board, in accordance with existing Change documentation
• Convene CAB and Emergency CAB, as appropriate
• Ensure all concerned parties are aware of planned changes
• Ensure compliance with change processes (accountability, impact analysis, validation, etc )
• Participate in formal process Incident process roadmap and new services planning, as pertains to Incident
• Apply a structured methodology and lead change management activities.
• Assess the change impact.
• Complete change management assessments and authorize every change.
• Identify, analyze, validate roll back and risk mitigation plan.
• Consult and coach teams to adhere to process.
• Coordinate changes with other delivery teams.
• Manage stakeholders and chair CAB/ECAB calls.
• Create and manage measurement systems to track adoption, utilization and proficiency of individual changes.
• Is responsible to track and report issues, identify process gaps and improve the same.
• Able to manage Risk, Vulnerability and version management driving along with technical towers to mitigate and run a stable secure environment.
• Need to perform frequent audit on incident, change and Problem and support during external audit.
• Is responsible to define and measure success metrics and monitor change progress with complete ownership.

Interested Candidates can share your updated Resume to the below Email ID:

sowmiya.m212910@cognizant.com