Vacancy caducado!
- Preparation of the Project Plan (Gap Analysis Improvement Initiatives)
- Understand the ITSM landscape and providing support to the entire team
- Provide ITIL best practice service management at an operational level for the Customer's environment
- Conduct ITIL maturity audits and provide recommendations for process improvements
- Plan the CMDB activities viz. identify the stakeholders for Applications prepare the Technical Services hierarchy identify and document Application and Application components
- Identify and validate CI's for the applications Create and update Configuration Management plan for applications
- Manage the service management office for the engagement and drive operational excellence
- Understand the specific Process requirements of the Customer and gather the required inputs on Customer's people practices and processes Organization structure ITIL Tools in-use as-is Process detail on current Vendors
- Author the process documents and collaborate with the tools team (Internal / Customer) as required to customize the ITSM Tools in scope
- Agree with the Customer on SLA/KPIs/Metric to be used to measure the effectiveness of the Process and the calculation mechanism of each of the SLA/KPIs/Metrics
- Agree with the Customer on the reporting requirements and the templates to be used for the same
- Plan facilitate and drive the process training in the engagement
- Provide proper handholding of the Processes to the Service Manager / Process Owners / Auditors / team
- Propose the Service Improvement plans (SIPs) to the Customer / Service Manager
- Conflict management within the team and with Client Stakeholders
- Manage and motivate performance of the team through reviews mentoring and development
- Analyze the ticket data and come up with recommendations for portfolio rationalization & optimization
- Define & implement multi-vendor governance metrics collection analysis & reporting
Vacancy caducado!