Itsm Lead

Hello,

Job Title: Service Management Lead

Location: Wilmington, DE (Onsite)

Full time: 85K/Annum

Contract: $50/hr. on C2C Maxx

Job Summary:

This job posting is for an existing, active vacancy and We are currently looking for ITIL Process operations consultants. Person in this role should work as process coordinator for Major Incidents/Incident/ Problem / Change Release/Requests/Knowledge Mgmt or similar roles. Along with executing process operations work, this role requires Identification of continual improvement, data analysis, IT process reengineering, ITIL process training to name few.

Job Description:

• Tech Mahindra delivers large application maintenance support (AMS) -managed services and IT Infrastructure managed services (IMS) to many customers. As part of AMS and IMS delivery, Tech Mahindra will also implement Service Management Office (SMO) which will implement and operate ITIL best practices. This role will be part of SMO working in AMS/IMS engagements
• All our AMS/IMS managed services engagements are matured with ITIL process. We are constantly looking to enhance or transform our managed services. We expect our SMO process consultants to implement transformational trends such as Service Integration & Management (SIAM), IT Automation, knowledge management, Agile-Operations (AgileOps), AIOps.

Knowledge Requirement:          
Demonstrates knowledge and experience in the following areas
 

• ITIL Process based operations on Version 3 /ITIL 4
• Major Incident Management
• Incident operations
• Request Management operations
• Change and release management
• Service Level Reporting
• Strong expertise in Service Operations and Service transition
• Detailed documentation of ITIL process, the process document should consist of inputs / outputs, process dependencies, RACI Metrics, detailed process steps, KRA, metrics
• Prepare training material and conduct training
• Perform ITIL process-based audits
• Advice service now / other tools team to configure ITIL process
• Identify automation use cases, get this configured through technical teams
• Drive Continual Service Improvements
  
  
   

Thanks & Regards,

Sreelakshmi – Resource Specialist

Yochana IT Solutions Inc.
E: xxxxxxxxxxxxxxx

P: +xxxxxxxxxxxxxxx

A: 23000 Commerce Drive, Farmington Hills, MI 48335