Title:  Sr Technical Lead-Cloud & Infra Engg

Area(s) of responsibility

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.