IT Service Mgmt Specialist (Incident/ Problem/ Change) - Infrastructure
- Kronos Incorporated
- 10 - 13 Years
- Noida, Gurugram
- 5 years ago
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Job Description
The duties of a Cloud ITSM Specialist IV will be to provide oversight or leadership of ITIL based ITSM processes for UKG Cloud & Hosted environments. He/she will develop and/or assist in the design and implementation of true ITIL based ITSM processes as assigned by the Cloud ITSM Manager. The primary focus areas are on Incident and Problem Management disciplines, along with Change Management support. He/she will also be providing data and/or collateral that support ITSM related metrics and initiatives on an on-going basis. He / She will also partner with the other service and/or service functions to co-relate root causes and metrics. May lead/mentor one or more ITSM management specialists during a giving shift. May motivate, develop, and manage performance of individuals and teams while on shift. May be assigned to produce regular and ad hoc management reports in a timely manner.
A highly seasoned specialist professional with wide-ranging experience and in-depth knowledge in a specialized field. Applies comprehensive knowledge of a particular field to resolve complex issues in creative ways. Uses in-depth knowledge of business unit functions and cross group dependencies/relationships. Is recognized as an expert in the work group. Develops solutions to diverse business problems of high complexity which require the regular use of ingenuity and creativity. Analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results. Has specialized knowledge of various alternatives and their impact on the business. Challenges are frequently unique, and solutions may serve as precedent for future decisions. Plans and organizes project assignments of substantial variety and complexity. Initiates or maintains schedule for projects and project milestones. Works without appreciable direction. Works independently on highly specialized projects with long range objectives. Selects methods and techniques to lead a project to completion. Develops departmental policies and procedures, new techniques and standards. Work is reviewed from a relatively long- term perspective, for desired results. Guides the successful completion of major programs and often functions in a project leadership role. Effects of decisions are long-lasting and influence the future course of the organization. Errors in judgment or failure to achieve results would result in the expenditure of large amounts of company resources.
Responsibilities
- Lead Incident Management processes including incident bridges, and post incident follow ups.
- Incident & Problem Management: provide technical analysis of major incidents to uncover underlying problems in UKG Cloud environments. Ensures that accurate root cause and trend analysis are determined Lead problem review sessions and -coordinates major problem resolutions to root cause. Ensures all incidents are logged and relevant parties involved. Ensures incident and problem resolution.
- Communication: Communicates with and coordinates activities with Senior Management, Change Management, Incident Management, and Customer/Clients.
- Change Management: Receives, assess, facilitate approval and overall end to end change management process to ensure only approved changes are deployed into UKGs Cloud production environment. Provide post change deployment analysis to ensure change request went as planned.
- Resource Management: May lead/mentor one or more teams of ITSM specialists. Motivates, develops, and manages performance of individuals and teams.
- Analyze incident, change, and problem records to determine any trends
- Produces regular and ad hoc management reports in a timely manner.
- Self-motivated, able to prioritize work, work alone or in a team.
- Monitor tickets in Service Desk or Service Cloud
- Complete standard tasks that have clearly defined processes and procedures
- Lead assigned projects.
Qualifications - BE/B.Tech/ MCA degree in Business, Information Systems or Computer Science or
related discipline or equivalent experience and a minimum of 10 years
related work experience.
- ITIL Foundation certified; ITIL Intermediate Certifications are a plus.
- Significant Incident Management/response experience, preferably 10+ years in a SaaS/Cloud company
- Incident Commander understanding/experience
- Ability to work well interpersonally cross group and cross-discipline at various levels up through executives, as well as influence and manage without direct authority.
- An ability to assess the severity and priority of multiple incoming inquiries from management, customers and internal employees.
-Demonstrated capacity to lead under pressure, make decisions in ambiguous situations, and drive cross group consensus in short periods.
- Experience managing a team of people toward a common outcome.
- Proven ability to understand complex business issues and align communications strategies and outcomes accordingly.
- Sound problem identification, judgment, resolution and decision-making skills.
- Experience with the processes, practices, disciplines and tools needed to ensure that IT services are provided as agreed between the customer and IT provider.
- Strong project management and communications skills (both written and spoken).
- Ability to develop and document business processes.
Employement Category:
Employement Type: Full timeIndustry: Full timeFunctional Area: ITRole Category: IT- HardwareRole/Responsibilies: IT Service Mgmt Specialist (Incident/ Problem/ Change) - InfrastructureContact Details:
Company: Kronos IncorporatedLocation(s): Noida, Gurugram+ View Contact
Keyskills: IT Service Mgmt Specialist (Incident/ Problem/ Change) - Infrastructure
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Kronos Incorporated
Built from the merger of Ultimate Software & Kronos Inc, we are now UKG. We provide global HCM, payroll and workforce management solutions.
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