Architect (Atc)

What You will Do:
Change Management: Lead the regular change review board to evaluate and approve planned changes.
Incident Management: Lead the entire incident lifecycle, including detection, diagnosis, resolution, and closure. Ensure incidents are handled efficiently to restore normal service operations as quickly as possible.
Problem Management: Conduct thorough post-incident reviews and root cause analyses to identify underlying issues and implement corrective actions to prevent recurrence.
Coordination and Communication: Act as the main point of contact during major incidents. Facilitate effective communication and coordination between internal teams, external vendors, and stakeholders to expedite issue resolution.
Performance Measurement: Define and track key performance indicators (KPIs) to measure the effectiveness of change, incident and problem management initiatives.
Reporting and Documentation: Maintain comprehensive change, incident and problem management records and prepare detailed reports. Provide regular updates to management on change, incident and problem management trends, resolution, progress, and improvement initiatives.
Process Improvement: Develop, implement, and refine change, incident and problem management processes and procedures. Ensure continuous improvement in change and incident handling and response times.
Stakeholder Engagement:
Strategy Development:
Communication Planning:
Risk Management: Identify potential risks and resistance points related to ITSM initiatives. Develop mitigation strategies to address concerns and ensure smooth transitions.
Continuous Improvement: IT service management.

Experience: A minimum of 5-7 years of experience in IT service management, organizational development, or a related field. Proven track record of successfully managing large-scale ITSM initiatives in complex environments.
IT Service Management Expertise: Deep understanding of IT service management principles, methodologies, and tools. Familiarity with frameworks such as ITIL, ADKAR, Prosci, or similar is highly desirable.
Strong Communication Skills: Exceptional verbal and written communication skills. Ability to create clear, persuasive, and engaging communications tailored to diverse audiences.
Analytical Skills: Strong analytical and problem-solving abilities. Capability to assess the impact of changes to IT service management processes and develop data-driven strategies to address challenges.
Interpersonal Skills: Excellent relationship-building skills with the ability to work effectively with individuals at all levels of the organization.
Certifications: Relevant certifications in change management or project management, such as ITIL, CCMP, PMP, Cloud certifications or similar, are highly desirable.
Adaptability: Flexibility to adapt to changing priorities and manage multiple projects simultaneously. Ability to work in a fast-paced, dynamic environment and participate in an on-call rotation that includes weekends and holidays

**About Virtusa**

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.