Role: ITSM Specialist

Years of experience: 3-6 years

Level of hiring: L2

Location: Mumbai

Job Requirements: ITSM Service Management (Major Incident/Incident Management/Problem & Change Management)

Other Preference: ITIL certified (ITIL V4, PMP/ Prince 2). Excellent communication & Immediate joiners are highly preferred.

NOTE: Those with short notice/serving notice are highly preferred.

Roles & Responsibilities:

Incident, Problem, Change management:
Conduct CAB meeting every day, Lead the change advisory board,
Ensuring adequate risk assessment and scheduling of changes and releases
Discuss, plan Adhoc weekend support.
Submitting request on behalf of IPM team for Infra and DBA changes
Submission of CHG requests
Monitoring ticket queue, Assign escalated high priority tickets.
Ensure all related changes authorized by the change management process and required acceptance signoffs are in place.
Manage and assessing changes, authorizing changes and reviewing changes.
Assess the Release activities include planning, testing communication and deployment.
Integrate change management activities into project plan.
Track and report issues and measure success metrics and monitor change progress
Check whether adequate resources will be available during the deployment of the release.
Confirm the suitability of plans and readiness of the production environment for receiving the release.
Monitor release upgrade projects.
Follow-up on backlog tickets
Validating if the Rainier change has been closed on time.
Closing the Last task assigned to Change Management Group once the Change is all closed.

Other Responsibilities:

Managing team shift roster
Creating and Maintaining Leave Calendar
Creating and Maintaining Freeze Calendar
Working with Leadership for the approval during freeze period
Working with Project Manager/ Scrum master during change freeze to get answers for exception approval.
Analyze the response share by PM/SM and understand the Change, articulate the details which can be presented to Leadership for approval.
Working with Leadership for the approval during freeze period
Working with IPM team on Vulnerability Assessment
Working with IPM team on Tech. Debt. Remediation
Working with IPM team on Vulnerability Assessment
Working on Annual RSA Audit

As a DR Coordinator:

Reviewing the DRQ questions
Attending Meetings for DR activities from other divisions
Reviewing DR Documents along with IPM team.
Facilitating DR meeting and getting all relevant stakeholders on call to get the questions answered.
Daily/Weekly/Monthly Reports
Publishing WSR (Weekly Status Report)
Monthly Accomplishment Data
Monthly Volume data to all stake holders for CHG, RITM INC, Problem and Risks
Monthly Report with Senior managements.
Quarterly Accomplishment data
Yearly Accomplishment data

Desired Candidate Profile:

3 to 6 Years of experience in Incident/Problem/Change Support with 3+ Years of experience as Incident Manager
Must be ITIL certified and should have strong experience in IT service management (Incident, Problem, Change Management).
Should have hands-on experience with ServiceNow or Jira or ITSM tools.
Should have experience in managing and ensuring SLA, Process & Quality adherence.
Should be analytical and good in problem solving, troubleshooting issues and creating support documents i.e. run books / SOPs.
Should be able to coach, groom and guide team members.
Should have great communication and collaboration skills.
Act as one point of contact for client and drive daily, weekly and monthly meetings.
Ability to analyze high volume of data, prepare & present reports and work in a fast-paced environment.
Should be able to identify areas to automate and ways to reduce ticket counts.

Required Skills:

LTIMindtree Looking for Information Technology Service Management Specialist at Mumbai Metropolitan Region Full Time

Log In