Title:  Technical Lead-Cloud & Infra Engg

Area(s) of responsibility

We are seeking a highly skilled and knowledgeable ITSM (IT Service Management) Consultant to join our team. The ideal candidate will possess a deep understanding and expertise in incident management, problem management, and overall IT service delivery. In this role, you will be responsible for providing consulting services, implementing industry best practices, and overseeing the actions of subject matter experts (SMEs). Your ability to engage with senior leaders, perform reporting, and utilize project management skills will be essential to drive successful outcomes. Certification in leading ITSM frameworks is required, along with proficiency in Excel and PowerPoint.

Responsibilities:

1. Provide expert guidance and consulting services in ITSM practices, focusing on incident management, problem management, and overall service delivery improvement.
2. Collaborate with stakeholders to analyze existing processes, identify gaps, and develop strategies to enhance efficiency, effectiveness, and customer satisfaction.
3. Implement industry best practices and frameworks such as ITIL (Information Technology Infrastructure Library) to optimize IT service delivery and support.
4. Work closely with subject matter experts (SMEs) to oversee and coordinate the execution of incident management and problem management activities.
5. Conduct regular reviews and audits of incident and problem management processes, identifying areas for improvement and implementing corrective actions.
6. Prepare comprehensive reports and presentations on ITSM performance, including incident and problem trends, key metrics, and recommendations for improvement.
7. Engage with senior leaders and stakeholders to provide updates, discuss challenges, and gather requirements for ITSM initiatives.
8. Utilize project management skills to plan, execute, and monitor ITSM-related projects, ensuring timely delivery and adherence to budget and quality standards.
9. Stay updated with industry trends, emerging technologies, and best practices in IT service management, incident management, and problem management.
10. Mentor and train team members on ITSM processes, tools, and methodologies to promote knowledge sharing and professional growth.

Qualifications:

• Bachelor's degree in computer science, information systems, or a related field. Relevant certifications are highly desired.
• Proven experience in ITSM consulting roles, with a focus on incident management, problem management, and service delivery improvement.
• Strong understanding of ITIL frameworks and their practical implementation.
• Demonstrated ability to drive process improvements and implement industry best practices.
• Proficiency in Excel and PowerPoint for data analysis, reporting, and presentation purposes.
• Excellent communication skills, including the ability to engage with senior leaders, facilitate discussions, and present complex concepts in a clear and concise manner.
• Project management experience, including planning, execution, and monitoring of projects within specified timelines and budgets.
• Industry-leading ITSM certifications such as ITIL Foundation, ITIL Practitioner, or equivalent.
• Strong analytical and problem-solving skills, with a focus on identifying root causes and implementing effective solutions.
• Ability to work independently and as part of a team, with a proactive and self-motivated approach to tasks.