ITIL Service manager / Application admin
Total Tech
مجموع سنوات الخبرة :12 years, 11 أشهر
Description:
One of Government sector of Riyadh has implemented ITIL 6 months back and was looking for someone with ITIL expertise to help in designing the tool for users as per the ISO standards
Responsibilities:
•Ensure to frame the flow of different services/Processes (Incidents, Requests, Changes, Problems etc.) in the tool as per ITIL standards
•Define SLAs and get it implemented in the tool to meet the requirement
Conduct trainings and explain the teams to follow ITIL process
Participate in ISO 20000 : 2019 audit
•Monitoring servers and troubleshooting logs to resolve issues
•Testing all the scenarios and keep on improving as per CSI to be more user friendly and at same time follow the standards
•Training new employees on the flow of tickets and usage of tool
•Defining dashboards on a different solution for Graphical understanding of the stats
•Preparing reports to understand the performance.
•Introducing new services as per business requirement in the tool.
Client : Loblaw
Responsibilities
•Ensure to handle all changes effectively in an Service Integration model
•Governing the process completely and ensure appropriate set of questions are posed for Emergency, Expedite requests.
•Participating in RCA calls to help problem management teams to find root cause from change perspective.
•Share knowledge within team for better productive results
•Preparing of Weekly presentation decks for analyzing the trend of changes.
•Hosting TAB meetings to ensure all high risk changes are pre-reviewed before CAB.
•Ensure that Problems are detected and processed in accordance with the Problem Management Policies and Procedures
•Ensure
Change coordinator
•Ensure that standardized methods and procedures for efficient and prompt handling of all changes.
•Effective communication to the Global teams via emails and through calls.
•Managing the process of Requesting, Accessing, Authorizing, Implementing the changes.
•Presenting the changes in the different CAB Meeting with appropriate approval.
•Making sure that appropriate information is presented in the description of the change (why we are doing and what we are doing the change). Knowing the status of the Risk & Mitigation
•Minimize the impact of Change-related incidents upon service quality. Reduced adverse impact of changes on the quality of services and on SLAs.
•Ensuring that no unauthorized changes are implemented. Intimating the CAB about the status of the changes.
• Ensuring that all preparations have been made for a CAB meeting, including creating of agenda, circulation of change requests to be considered, and inviting of participants, Ability to review all planned changes.
• Obtain authorization for submitted change requests from the Change Authority. Ensure post review of exception changes to evaluate if the change addressed a real or a perceived exception condition, Utilized the Change Management reporting system to monitor and track changes, Negotiate end-user down time for change implementation, Create consolidated change schedule and resolve any scheduling conflicts.
•Identified change requests that have not been acted upon in a timely manner and take appropriate action.
•Ensure that changes are communicated in a timely and adequate manner, Create and distribute Change Management reports, Review all implemented changes to ensure that they have been carried out.
• Close change requests, Carry out the
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