Senior ITSM Consultant
LTI
Total years of experience :15 years, 0 Months
Senior ITSM Consultant
Larsen & Toubro Infotech, Abu Dhabi, Abu Dhabi
• Responsible for governing and auditing IT Service management processes (Service Transitions and Service Operations) end to end.
• Ensures that all processes are implemented and measured as per ISO 20000 standards.
• Ensure that Policies and procedures are well defined, recognized and reviewed.
• Managing change and release management which includes analyzing change, approval of change, schedule release plans.
• Coordinate and conduct CAB (Change advisory board) meetings to discuss high priority risk changes.
• Prepare Change Summary Sheet that summarizes all RFCs. Reporting on Change KPIs as per process documents.
• Experience in measuring KPIs, setting CSI plans, quality audits and SLA reports adhering to the service delivery standards.
ITIL Service Management Specialist
INJAZAT DATA SYSTEMS, Abu Dhabi
• Management Representative for ISO/IEC 20000-1:2018 Audits
• Managing change and release management which Includes analyzing change, approval of change, schedule release plan along with impact analysis. Make communication plan for internal and external body.
• Incident Management 24x7 operation and Problem Management in rapid resolution of all types of incidents including infrastructure, functional, data and security, in tandem with proactive prevention and root cause remediation.
• Analyze and gain insight into problems and trends, challenging performance of operation and support teams, taking remedial actions to avoid repeat incidents and delivering measurable reduction in risk
• Hold Senior leaders to account across IT - Operations and business, recognizing their vital role in tackling issues and improving capability of Injazat to provide stable services
• Create effective relationships between support teams and key stakeholders including senior leaders and operational managers across Injazat, earning their confidence, trust and respect
• Communicate clearly and proactively with senior executives and other key stakeholders, avoiding escalations and ensuring common understanding of status and outcomes
• Create clear vision and strategy for Problem Management Process to move to increasingly proactive and preventative role, meeting rapidly changing demands of business, for example new types of providers such as cloud services, SAP and Big Data
• Manage and develop team within culture of total engagement and continuous improvement, reflecting values of Injazat.
Incident and Problem Management Specialist
PATH FINDER BUSINESS ANALYSIS (P) LTD INDIA, Coimbatore, Tamil Nadu
• Receive major Incident notification from Incident Management and analyzes symptoms.
• Identify trends and potential Problem sources (by reviewing Incident and Problem analyses).
• Select appropriate Service Support Providers and Developing workarounds or other solutions to incidents.
• Record, managing and escalating service problems as appropriate and analyzing historical data to identify and eliminate potential incidents before occur.
• Conduct root cause analysis using 5 why technic, Ishikawa diagram and defining resolution actions with SLA.
• Prevent replication of Problems across multiple systems.
• Review efficiency and effectiveness of Problem and error control process.
• Coordinate meetings to resolve problems.
• Maintain inventory of problems under analysis and their current progress and status.
• Follow up issues and progress with problem owners where necessary and Identifies resources needed to resolve problems.
• Submit change requests to Change Management as required to eliminate known problems.
• Observe implementation of Request for Change and receive information on outcome via Release Management process.