Smo - Availability & Capacity

2 weeks ago

Bengaluru, India Mindtree Full time

**Key Responsibilities**

The Service Management Specialist is responsible for operating and improving the IT Service Management practices, working with internal and external IT teams to deliver world-class IT services on an enterprise scale.

Work closely with various process owners and managers to improve the performance of processes such as Availability Management and Capacity Management to name a few.

**Key skills and attributes for success**
- Operate and Improve the IT Service Management (ITSM) processes including Availability Management, Capacity Management, Service Level Management which encompasses monitoring and reporting on SLAs.
- Well-versed with-it Capacity and Availability concepts and process
- Ability to functionally design process setup for capacity and availability measurement systems
- Conduct and lead regular and ad-hoc Service Review Meetings and attend reviews held by the team to review and maintain quality and potential process improvements
- Ensure the ITSM model supports the Business strategy
- Identify, propose, seek approval for improvements for the in-scope processes and implement the improvement collaborating with the relevant process owners/managers
- Support the implementation of service management and reporting tools

**To qualify for the role, you must have**
- Eight plus years of IT experience with minimum four or more years of ITSM experience
- Experience implementing cross-functional process improvements
- Defined KPIs and setup reports and dashboards for the Availability and Capacity Management processes
- Good understanding of one or more ITSM tools, such as ServiceNow, Remedy, Manage Engine etc.
- ITIL v3 intermediate in-Service Operations/Transition or ITIL 4 foundation certification
- Experience in managing and running the Availability and Capacity Management processes
- Monitor, analyse and report the data associated with ITSM processes as required for SLA/KPI Mgmt
- Strong Reporting and presentation skills
- Knowledge on structuring and restructuring processes along with assessing the improvement requirements
- Strong Service delivery experience

**Supplementary skills**:

- Understanding of Cloud technologies AWS, Google, Azure
- ITSM tool certifications are desirable however not compulsory
- Knowledge of complimentary tools to ITSM such as Jira, Confluence etc
- Agile, DevOps knowhow
- Understanding of Agile and DevOps concepts

**Education**
- A bachelor's degree, preferably in Information Systems Management, Engineering or similar discipline

**Certifications**
- ITIL v3 or 4 foundations
- ITIL v3 intermediate certification in the below
- Service Transition or Release control and validation
- Service Operations or Operations support and analysis

**Experience**
- Experience working in a large cross-functional team environment
- A customer-focused approach to work
- Ability to drive the operational teams towards delivering exceptional services
- The confidence to build lasting relationships and influence team members from a wide range of backgrounds

**Job Type**:
Full Time

**Location**:
BANGALORE

**Mandatory Skills**:

- Availability & Capacity

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