Job Description

Job Description Functional Reporting : IT Role: Quality & Process Consultant Location :Mumbai Administrative Reporting : IT Role Purpose The position serves the following purpose 1. Managing ITIL Process development and governance for (All verticals) in coordination with IT 2. Manage the scope of work of all ITIL process and operations. Areas Key Accountabilities/ ResponsibilitiesKey Deliverables & Activities 1) Incident Management SPOC for the Customer to govern Incident process. Major Incident Pre & Post life cycle is evaluated, process gaps are identified and timely rectified. IM is available for managing escalation and maintaining SLAs. Takes ownership of incident from they getting updated till it resolution. Ticket quality checks are done and NC are cleared ASAP. Hoping tickets are investigated. Re-open tickets are investigated. Ticket backlog management. Quarterly process review. Continual improvement is brought and SIPs are created for improvement areas. Necessary Coordination with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents. Conducting the training / knowledge sharing sessions across the teams/new joiners to manage incidents effectively. 2) Problem Management Problem Management Proactive & Reactive Process activities are performed. Identifying Opportunities for improvement, conduct audits and showcase effectiveness of process on an operational level. RESPONSIBILITIES Problem Manager will drive proactive and reactive problem management. IT managers or Team Leads will support the problem manager in identifying and committing resources to perform all Problem Management activities Individual process activities are carried out with regards to agreed service and quality levels Problem Management life cycle from ticket logging, to investigating RCA and delivering CAPA is followed. Provides guidance, direction and coaching on Problem Management activities Contributes to Continuous Process Improvement activities and creation of SIPs. Identifying improvement opportunities for the tools and process Conducts Problem Reviews Responsible for liaising with and providing reports to other Service Management functions. Conducting the training / knowledge sharing sessions across the teams/new joiners to manage process effectively. Assist problem manager is showcasing the benefits brought in from effective Problem management. 3) Change Management Change Manager Process is to control changes in a standardized manner in relation to an organizations policies, procedures and plans while ensuring minimal impact upon customers. RESPONSIBILITIES Change management process is governed and is driven by process manager. Change management Life cycle is managed from getting the change logged till implementation and PIR. Driving CAB & E-CAB meetings Necessary action is initiated for Unauthorized change Periodical audits are conducted as per and Customer process and the close the Audit-gaps in the agreed timelines. Report the Management on the agreed Change KPIs and ensure effective change communication in place Best practices like 4-eye review, Risk assessment, PIR are religiously followed. Bring in Service improvements to improve the overall Process maturity Contributes to Continuous Process Improvement activities and creation of SIPs. Identifying training opportunities, improvement opportunities for the tools and improvement opportunities for the process Key InteractionsInternalNature Interact with All department heads of IT for day to day operations For identifying and implementing new IT projects, effective utilization of existing IT systems For supporting rollout of IT projects in For ensuring smooth functioning of IT Operations of Convention Centre, NMACC, DAS, Plaza, Service Apartments and Office Space External RCP, Vendors, IT Service Providers Role RequirementsEducational Qualifications Bachelors or equivalent. Masters in IT would be prefereable Experience (Type & Nature) Total Exp 10-12+ Years core experience in core Process Delivery ITIL V3 Intermediate / ITIL 4 Certified SIAM Foundation / Architect Certification ¢ Must have Six Sigma Yellow / Green Belt certified ¢ Command on Core Process Delivery for managing Operational Excellence Incident Management Problem Management Change Management Should have knowledge SLM SIEM Report Designing Skills & Technical Competencies Strong analytical, communication, presentation and reporting skills Should have excellent command over ITIL practices. Leadership, people management and operational skills Good written & verbal communication skills Knowledge of ITSM Tools; ServiceNOW, Remedy, HPSM, etc. Should have good client facing abilities w.r.t client presentation and client management skills. Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere Ability to work in shift and flexible schedule Excellent team management skills and inter-personal skills, ability to motivate staff Excellent team skills with ability to listen and contribute to discussions and meetings Building & Maintaining Relationships End to end ownership for customer satisfaction through levels of support Planning and organization & working with Virtual Team Understanding of statistical and analytical principles and processes Capability to deliver ITIL Trainings. Excellent documentation and process flow designing skills.