itil sme

4 weeks ago

Pune, India Malomatia Full time

Position: ITIL SME

Location : Viman Nagar, Pune (Work From Office)

Mode of Hiring : Permanent

Industry: Information Technology & Services

Headquarter: Doha, Doha

Working Days: Sunday Thursday

Weekends: Friday & Saturday

Responsibilities:

  • Design, implement, and optimize ITIL processes, ensuring alignment with organizational objectives.
  • Lead process improvement projects focused on ITIL areas such as Incident Management, Problem Management, Change Management, and Service Request Management.
  • Provide expertise in ITIL process integration with organizational workflows and tools.
  • Analyze the service requests to automate or left shift the tickets.
  • Analyze the incidents, find opportunities to minimize the incidents.
  • Ensure seamless Major Incident resolution, report MIR, RCA, etc.
  • Guide teams to find areas of pro-active Problem Management.
  • Own CAB, E-CAB process. Ensure least rollback of Changes implemented.
  • Collaborate with MS project team to ensure seamless service delivery and adherence to SLAs.


• Develop and deliver training sessions and workshops on ITIL and Six Sigma principles to enhance organizational knowledge.

  • Act as a mentor to team members on ITIL best practices and Six Sigma techniques.
  • Conduct audits and reviews to ensure ITIL process compliance and identify opportunities for improvement.
  • Produce documentation, including process designs, workflows, and improvement plans.
  • Analyze metrics and KPIs to assess process performance and implement corrective actions.
  • Apply Six Sigma Black Belt methodologies to identify process inefficiencies, eliminate waste, and ensure continuous improvement.
  • Connect with Customers, analyze CSAT surveys.
  • Do periodic update to organizational Quality Management System with new processes, reusable Components, APIs, etc.
  • Enhance new features and modules to Enterprise Management System for seamless project delivery.

Experience:


• Successfully implemented ITIL processes in diverse environments, including Applications Cloud, Infrastructure, and Security domains.


• Led multiple process improvement projects using Six Sigma methodologies, achieving measurable results in efficiency and service quality.


• Conducted gap analyses and developed action plans for ITIL adoption across organizations.


• Delivered training and mentoring programs to teams on ITIL and Six Sigma principles.


• Audited ITIL processes to ensure compliance and optimize performance.

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