Associate Lead
7 days ago
Job Summary
Microland is seeking an Associate Lead to join our team. As an Associate Lead, you will be responsible for leading process excellence initiatives and driving improvements in our IT service management processes.
Key Responsibilities
- Define monitoring and measurement parameters for processes in-line with defined deliverables and signed-off SLAs
- Train team members on changed processes and procedures
- Provide feedback based on performance against benchmarks for Incident Management
- Identify process deficiencies to drive efficiency
- Achieve improved availability through improved service restoration methods
- Identify training needs, analyze cause and effect at process level
- Change Management: Present and review change plans to identify anomalies, analyze change records and processes, and establish trends and problems
- Configuration Management: Audit CMDB for correctness and completeness of CIs, analyze process for deficiencies, run training campaigns, and audit and review processes to strengthen CMDB process management
- Release Management: Analyze releases from a quality and timelines perspective, supply inputs to Incident and Problem Management teams
- Availability Management: Implement Availability Management processes based on business plans, customer SLAs, and risk identification mechanisms
- Compliance Management: Deliver training on defined processes, metrics, and audits, and monitor process performance to identify actual and potential failure modes
- Financial Management: Allocate costs as per catalogues for services obtained, and monitor correctness of processes
- Capacity Management: Delegate responsibility for performance and capacity monitoring and alerting tasks, report provision, and advise other areas of IT and the business
- IT Service Continuity Management: Decide on initiating Business Continuity Management, define policies, process authority, SLA management, create and update service catalogues, and update and run service improvement programs
- Vendor Management: Define vendor management in RFPs, selection, compliance criteria on various requirements
Requirements
- Engineer - B.E / B.Tech / MCA
- IT Service Management Certifications - ITIL Intermediate Certificate
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