Consultant

Job Description (Posting).

Title: Senior ITSM Process Lead

Job Description:

We are seeking a highly skilled and experienced Senior ITSM Process Lead to join our dynamic team. As the Senior ITSM Process Lead, you will be responsible for managing all IT Service Management (ITSM) processes, including Major Incident Management, Incident Management, Change Management, Problem Management, Knowledge Management, and more. You will play a critical role in ensuring the efficiency, effectiveness, and continuous improvement of our ITSM processes to support our organization's IT services and business objectives.

Responsibilities:

1.Lead the design, implementation, and optimization of ITSM processes, ensuring alignment with industry best practices, organizational goals, and regulatory requirements.

2.Oversee the day-to-day operation of ITSM processes, including incident handling, major incident management, change control, problem resolution, and knowledge management.

3.Develop and maintain ITSM policies, procedures, and documentation, ensuring compliance and consistency across the organization.

4.Collaborate with cross-functional teams to identify opportunities for process improvement and innovation.

5.Act as a subject matter expert and provide guidance and support to stakeholders on ITSM processes and related initiatives.

6.Drive the resolution of major incidents and escalations, ensuring timely communication and coordination to minimize impact on business operations.

7.Establish and monitor key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of ITSM processes, and drive continuous improvement efforts.

8.Conduct regular audits and assessments to identify areas for enhancement and ensure adherence to ITSM standards and protocols.

9.Lead and mentor a team of ITSM professionals, fostering a culture of collaboration, accountability, and excellence.

10. Stay current with industry trends, emerging technologies, and best practices in ITSM, and recommend strategies for adoption and integration.

Qualifications:

Bachelor's degree in Information Technology, Computer Science, or related field; Master's degree preferred.

years of experience in IT Service Management, with a focus on managing ITSM processes such as Major Incident Management, Incident Management, Change Management, Problem Management, and Knowledge Management.

Strong understanding of ITIL (Information Technology Infrastructure Library) framework and ITSM principles, with ITIL 4 Foundation certification required; higher-level ITIL 4 certifications (e.g., ITIL 4 Managing Professional) preferred.

Proven track record of successfully leading ITSM process improvement initiatives and driving operational excellence.

Excellent leadership, communication, and interpersonal skills, with the ability to effectively collaborate and influence stakeholders at all levels of the organization.

Experience in project management, with the ability to prioritize and manage multiple initiatives concurrently.

Strong analytical and problem-solving skills, with keen attention to detail and a commitment to delivering high-quality results.

Demonstrated ability to lead and develop a team of ITSM professionals, fostering a culture of continuous learning and growth.

Experience working in a fast-paced, dynamic environment with a strong customer focus.

(1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards,