Injazat Looking for Digital Managed Services Support Consultants/Engineers – IT Workflows (CMDB) at Chennai, Tamil Nadu Full Time

Injazat, a G42 company, empowers organizations to optimize their business goals utilizing cloud and emerging technology solutions (Digital Transformation, Cloud, and Cyber Security.), by co-creating transformational digital platforms and services through public-private partnerships (PPP). Partners include Oracle, Microsoft, ServiceNow, etc.

Injazat is a National Technology Champion, offering end-to-end digital solutions through partnerships with our clients to build digital businesses focused on great experience and outcomes. From Abu Dhabi, Injazat orchestrates a wide ecosystem that brings technical design, human design, and business design together to create digital solutions and businesses that advance communities and delight those living in them. Injazat is an industry-recognized market leader in the region for Digital Transformation, Cloud, and Cyber Security.Job Summary:

JOB OBJECTIVE: Experience in implementing CMDB from scratch. This involves CI identification (manual or automated like Discovery, SCCM), reconciliation. Creation and validation of CI relationships etc.

Managed Service Operational Responsibilities

Executes Troubleshooting methodology and root-cause analysis to resolve complex and advanced level problems.

Acts as a Tier II/III focal point to resolve all break/fix and service degradation issues.

Adheres to the agreed event management notification and escalation procedures.

Performs problem management activities to minimize the adverse impact of faults and problems on the business caused by errors within the systems and to prevent recurrence of faults related to these errors.

Leads availability management activities to optimize maintenance and design measures that meet contracted SLA’s.

Adheres to Injazat change management process and procedures

Prepares and executes systems maintenance plans to proactively manage reliability and service expectations.

Responsible for auditing, upgrading, and managing OS’s on all production systems and components.

Performs periodic reviews of Configuration Items (CIs) to ensure compliance with policies and standards. Perform thorough operational readiness activities.

Identifies and follows best practices in performance tuning and optimization to identify and eliminate performance bottlenecks.

Prepares and maintains technical documentation to assist with the on-going operation, maintenance, and development of the enterprise services.

Managed Service Process Responsibilities

Applies ITIL framework, closes Problem records within defined timeline threshold to minimize impact on client / outage.

Acts as a Tier II/III focal point to resolve all break/fix and service degradation issues.

Provides timely and frequent technical updates to customers, delivery and capability management.

Understands and supports provisioned SLA services, this includes meeting response, resolution, reporting, and RCA timelines.

Domain Specific Responsibilities

Facilitate on usage of right CI and any dependencies / conflicts for interfacing applications.

Experience in implementing Service request Management, change management, configuration management and other ITIL process areas

Experience with Software Asset Management (Enter and maintain software information which includes contracts, entitlements, usage, compliance, life cycle, reclamation, software models, product models, licensing metrics etc.)

Experience in Supporting and Maintaining ServiceNow integration with third party APIs, tools using web services like SOAP, REST etc.

Experience with ITOM (Discovery, Service Mapping)

Experience with scripting languages (JavaScript, Angular JS, Powershell)

Managing / Performing the day-to-day activities of the CM process, including establishing priorities and work assignments

Tracking compliance to policies and procedure

Identifying and reporting on noncompliance situations

Fulfilling CM service requests as assigned

Facilitate / perform CM audits

Reviewing critical incident outage resolution results and responses and dispositions of failed changes due to issues related to the configuration management system (CMS)

Facilitating communication and engaging business and IT management to encourage CM efforts and value propositions

Engaging with strategic projects to ensure configuration management can deliver the required CMS functionality within project time frames

Mentoring the organization on CM services, concepts, policies, and procedures

Reviewing and approving all changes to the CMS infrastructure where applicable

Reviewing and approving significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed

Mentoring the organization of CM services, concepts, policies, and procedures

Chairing the configuration control board (CCB) and enacting changes as directed

Providing and approving all requirements, use cases, user stories, etc. to support new or improving CMS functionality

Reviewing and approving all requests for the administrator log on credentials and access rights to the CMS infrastructure

Reviewing and publishing configuration management reporting

Identifying service improvement opportunities

Act as a primary point of escalation for Configuration Management issues

COMMUNICATIONS & WORKING RELATIONSHIPS

Internal

Head of Capability

Digital Managed Service Leads across Build, Implement and Operate

Technical Architects and Engineers

Solution Architects

Service Delivery Teams

External

Customers

Engineers, Architects and Consultants

Partners

Service Providers

Minimum Qualifications:
Bachelor’s Degree in Computer Science or equivalent industry experience

ITIL foundation certification

Minimum Experience:
Experience in ITIL Process definition, implementation, and governance (min 10-12 years)

Experience in managing the CMDB role

Risk Assessment and Management

Hands on experience on Service or other Service Management tool (ServiceNow, ManageEngine, HPSM)

Experience on Process Re-Engineering will be an added advantage

Job-Specific Skills:
ITIL Framework Certifications

Expertise in Configuration Management activities

Proven communication skills, fluency in English

Maintain confidentiality and exercise sound judgment

Standardize the current operational and administrative processes for the newly launched managed services offering

Leverage a process improvement mindset to continuously identify ways to enhance or streamline processes and create efficiencies

Mentor and coach the team