LTIMindtree Looking for Information Technology Service Management Consultant(ITIL) at Bengaluru, Karnataka, India Full Time

Process Description

• incident management process is used for effective and efficient handling of major incidents. The process is responsible to accelerate major incident resolution and minimize the business impact
• management process is responsible to manage the lifecycle of all problems. It minimizes the adverse impact of incidents and problems on the business that are caused by underlying errors within IT infrastructure.

Key Role & Responsibilities

Major Incident Management

• Act as focal point for all severity 1 and business impacting major incidents reported
• Responsible for planning and coordinating all the activities required to perform, monitor and report on major incident management process
• Managing the detection, recording updating, and/or closing of major incident record.
• Drive seamless major incident management process execution with appropriate inputs to involved resolver groups to accelerate ticket resolution
• Chair the major incident management (MIM) bridge with technical teams, resolver groups for quick resolution of incident as per agreed incident SLA’s
• Facilitate major incident communications with key business teams, stakeholders until closure
• Identify, initiate and facilitate incident review meetings as per agreed frequency and share data metrics with key stakeholders
• Develop and publish major incident reports with business stakeholders and groups as per agreed frequency
• Drive continuous improvement to ensure major incident management processes, procedure documents are documented as required.

Problem Management

• Act as focal point for both reactive and proactive problem management activities
• Responsible to perform management of both reactive root cause analysis (RCA) and proactive trend analysis
• Managing the detection, recording updating, and/or closing of problem record.
• Communicate and coordinate with impacted parties through problem management process to prevent re-occurrence of incidents and minimize the impact of incidents that cannot be prevented
• Proactively detect and prevent future problems/incidents and initiate problem management process to allow faster diagnosis and resolution
• Perform root cause analysis using RCA techniques, identifying process and (or) operational improvements that will prevent incident recurrence
• Coordinate, convene and facilitate major incident and problem review meetings
• Facilitating and coordinating problem review meetings includes leading and facilitating investigations of incidents and managing root cause analysis between technical teams
• Develop and publish problem management reports with business stakeholders and groups as per agreed frequency
• Drive continuous improvement to ensure problem management processes, procedure documents are documented as required.
• Identify opportunities for continuous improvement by interacting with various teams and recommend improvements for problem management

Required Candidate Profile

• Minimum 3-8 years of relevant experience working as incident/major incident manager
• Should possess good understanding of ITIL® V3 service lifecycle modules
• Should have strong verbal, written communication and interpersonal skills
• Lead role while acting as a liaison with internal/external customers

Skills Required

• Strong IT service management skills
• Should have exposure to ITSM ticketing tools i.e ServiceNow, Cherwell, Symphony Summit etc.
• Good interpersonal, organization and customer services skills
• Experience in dealing with customers for major incident resolution

Professional Certifications

• ITIL® Intermediate OR Expert Certified
• Certification on market leading ITSM ticketing tools would be preferred

Job Location

· Pune-Bengaluru-Mumbai-Hyderabad-Chennai

Evaluation Criteria

• Prior experience in IT service management roles, service operation processes
• Knowledge of ITIL® best practices
• Communication skills
• Client facing role and collaboration