ECS ITSM Functional Consultant
Hexaware Technologies
5d ago


a. CriticalIncident Management

i.End-to-end ownership & responsibility ofday-to-day Critical / Normal Incident Management support

ii.Qualify and manage critical incidents forcustomer from start till its resolution along with required communication,management of conference bridges (both business & technical) etc.

whileworking with multiple teams and in consideration with applied SLAs

iii.Prepare critical incident report post resolution& raise problem tickets

iv.Bring critical incident to resolution whileminimizing the impact to business processes

v.Participate or lead required reviews,discussions related to incident management support

b. Problem Management

i.End-to-end ownership & responsibility ofday-to-day Problem Management support

ii.Qualify & manage problem records for customerfrom start till its resolution along with required communication, reviews,discussions while working with multiple service providers and in considerationwith applied SLAs

iii.Identify & align problem investigators andresolvers from various technology tracks and service providers

iv.Participate or lead required reviews,discussions related to problem management

v.Coordinate updates to KEDB for resolved problemrecords

vi.Conduct proactive trend analysis as part ofProblem Management and raise new problem records if need be

c. Change Management

i.End-to-end ownership & responsibility ofday-to-day Change Management support

ii.Coordinate with respective support group’sChange Owners / Implementers to ensure completeness of change records fordifferent inputs like implementation plan, roll back plan, Risk & ImpactAssessment, required approvals etc.

iii.Lead and manage Change Advisory Board (CAB) orE-CAB

iv.Lead Post Implementation Reviews (PIRs) forvarious critical changes

v.Participate or lead required reviews,discussions related to change management

d. For all process areas

i.Maintain in-depth understanding of overall ITenvironment of customer as well as services provided by respective serviceproviders with good command over various technology areas from functionalityperspective

ii.Regularly assess & identify gaps in currentprocess and suggest improvements

iii.Prepare / update training material & conductoperational trainings / refreshers whenever required

iv.Utilize implemented KPIs / SLAs for regularmeasurements & reporting

3. DesiredSkills :

a.ITIL® Foundation certified, Intermediate ispreferred

b.Strong customer service orientation

c.Passion for analyzing problems, drivingcontinuous performance improvement

d.Comfortable with and effective use of MS Officeapplications

e.Close attention to detail and accuracy

f.Deadline driven and results oriented

g.Flexible attitude and ability to interact with adiverse business user community and changing environment

4. EssentialRequirements :

a.Graduate (minimum), BE / B. Tech preferred

b.Hands-on work experience on at least one ServiceManagement tools like ServiceNow, BMC Remedy, HPSM or any other equivalentindustry standard ITSM tool (ServiceNow is preferred)

c.Excellent English communication skills, bothwritten and verbal, including business writing skills

d.Experience of performance data analysis of ITIL®processes

e.Ability to work with all levels of client andinternal resources

f.Positive learning attitude and willing to workin team environment

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