ITIL Process Specialist at Sigma Qualitas Limited

Job Description

• This position will be responsible for working with cross-functional IT teams to design, develop, and integrate IT processes and procedures utilizing best practices and industry standard frameworks (e.g., ITIL, COBIT, PMBOK, CMMI). Will provides insight and advice on emerging process and control frameworks.
• Ensures seamless execution of all process improvement and change management related activities across the IT organization by applying process improvement, change management methodologies, communication planning, organizational readiness assessment and stakeholder analyses.

Process Management:

• Design, implement, manage and continuously improve core ITSM processes
• Identify process improvements
• Provide leadership team with tactical and strategic recommendations based on cross-process KPIs
• Develop, implement and manage cross-process compliance
• Manage implementation of process improvements across all stakeholders
• Perform reviews of major incidents, major problems, and/or changes, as per assigned processes

Incident Management:

• Ensure service failures are recorded and managed according to agreed procedures
• Responsible for escalating Incidents and User Service Requests within the organization
• Ensure that service is restored at the earliest appropriate opportunity
• Serves as the primary communication point with customer base and other IS groups on escalated support issues.
• Ensure escalation procedures are invoked as necessary
• Ensure Incident Management knowledgebase up-to-date and optimized for efficient Incident resolution
• Participate in formal process Incident process roadmap and new services planning, as pertains to Incident

Problem Management:

• Manage the root cause identification, recording, investigation, and removal of existing causes of service failure
• Proactively identify and seek to avoid potential causes of service failure
• Service Management and Support
• Provides troubleshooting, problem analysis, debugging, and resolution of assigned system issues
• Respond to user escalations and engage functional escalation and service delivery management as required.

Change Management:

• Manage changes to configuration items to maximize business benefit while minimizing risk
• Attend Change Meetings.
• Ensure all concerned parties are aware of planned changes
• Ensure compliance with change processes (accountability, impact analysis, validation, etc…)

Graduate Qualifications

• A First degree B.Eng, B.Sc, B.Tech, Science or Technology Only from a recognized University REQUIRED.

Previous Work Experience:

• Work experience ideally within a Telecom IT environments or IT Consulting REQUIRED.

Exposure:

• In depth Knowledge and Experience on any Tool: Oracle Seibel Helpdesk, CA Technologies, Manage Engine, Freashdesk / Freashservice, Vision Flow, Remedy, OMNI Tracker, OTRS Help Desk and MS Office Productivity tools intermediate skills level, solid 3 years ICT Technical Experience, 3 years' experience on Project Management, 5 years' experience in ITIL Process Implementation PREFERRED

Post Graduate Qualifications:

• Master's degree or Post Graduate Qualification would be OF ADVANTAGE.
• Certifications and Training Requirements: Certified in ITIL Foundations version 3 and with 2 or more ITIL Practitioner V3 certification, COBiT, CMMI, Six Sigma Green Belt, ISO 9000, 20000, 27001-4, 38500, SFIA, EA, Process Simulation Methodologies, BA, Vendor Management Frameworks or similar Certification, Frameworks, Methodologies or Standards would be OF ADVANTAGE

Key Skills:

• Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organized, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organized, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior Analytical.
• Communication, Influencing and Negotiation
• Problem Solving, Passion for Excellence, Integrity and Empowering people
• Growing people, Team work and Customer Focus