Technical Architect
- Hexaware
- 6 - 9 Years
- Noida, Gurugram
- 5 years ago
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Job Description
ITSM Critical/Normal Incident/Problem/Release Manager
1.
a. Critical/Normal Incident Management
i. End-to-end ownership & responsibility of day-to-day Critical/Normal Incident Management support
ii. Qualify and manage critical incidents for customer from start till its resolution along with required communication, management of conference bridges (both business & technical) etc. while working 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 while minimizing 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 of day-to-day Problem Management support
ii. Qualify & manage problem records for customer from start till its resolution along with required communication, reviews, discussions while working with multiple service providers and in consideration with applied SLAs
iii. Identify & align problem investigators and resolvers 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 problem records
vi. Conduct proactive trend analysis as part of Problem Management and raise new problem records if need be
c. Release Management
i. Take the ownership to oversee the day to day operations relating to Release Management
ii. Ensure Release Requests are assessed properly and effective Risk assessment and review of Release across teams
iii. Ensure Release Process compliance, audit process, provide necessary feedback to Service Providers for improvement
iv. Forward Plan the release windows and cycles across Service Providers.
v. Manage risks and resolves issues that affect release scope, schedule and quality.
vi. Measure and monitor progress to ensure releases are delivered on time and that they meet or exceed expectations
vii. Communicate all key project plans, commitments, and changes including requirements, QA plans, schedule, and scope changes
viii. Manage relationships and coordinate work between different teams, suppliers at different locations
ix. Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews.
x. Negotiate, plan and manage all release activities.
xi. Participate in CAB meetings to discuss release scope and/or roadblocks.
xii. Maintain the release schedule for all core services and ensure alignment across teams
d. For all process areas
i. Maintain in-depth understanding of overall IT environment of customer as well as services provided by respective service providers with good command over various technology areas from functionality perspective
ii. Regularly assess & identify gaps in current process and suggest improvements
iii. Prepare/update training material & conduct operational trainings/refreshers whenever required
iv. Utilize implemented KPIs/SLAs for regular measurements & reporting
2. Desired Skills:
a. ITIL Foundation certified, Intermediate is preferred
b. Strong customer service orientation
c. Passion for analyzing problems, driving continuous performance improvement
d. Comfortable with and effective use of MS Office applications
e. Close attention to detail and accuracy
f. Deadline driven and results oriented
g. Flexible attitude and ability to interact with a diverse business user community and changing environment
3. Essential Requirements:
a. Graduate (minimum), BE/B. Tech preferred
b. Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)
c. Excellent English communication skills, both written and verbal, including business writing skills
d. Experience of performance data analysis of ITIL processes
e. Ability to work with all levels of client and internal resources
f. Positive learning attitude and willing to work in team environment
Employement Category:
Employement Type: Full timeIndustry: ITFunctional Area: ITRole Category: Software EngineerRole/Responsibilies: Technical ArchitectContact Details:
Company: HexawareLocation(s): Noida, Gurugram+ View Contact
Keyskills: IT Process Managemen
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Hexaware
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