Job Description
Role & responsibilities
1. Define, Adopt and deploy the SIAM and SIAM Practices in the account.
2. Define incident and service request classification schemes.
3. Record, classify and prioritize requests and incidents.
4. Verify, approve and fulfil service requests.
5. Investigate, diagnose and allocate incidents.
6. Resolve and recover from incidents.
7. Close service requests and incidents.
8. Track status and produce reports.
9. Identify and classify problems.
10. Investigate and diagnose problems.
11. Raise known errors.
12. Resolve and close problems.
13. Perform problem management for incidents S1/S2 & recurring incidents for all severity incidents.
14. Evaluate, prioritize and authorize change requests.
15. Manage emergency changes.
16. Track and report change status.
17. Close and document the changes.
18. Establish an implementation plan.
19. Plan business process, system and data conversion.
20. Plan acceptance tests.
21. Establish a test environment.
22. Perform acceptance tests.
23. Promote to production and manage releases.
24. Provide early production support.
25. Perform a post-implementation review
26. Establish and maintain a configuration model.
27. Establish and maintain a configuration repository and baseline.
28. Maintain and control configuration items.
29. Produce status and configuration reports.
30. Verify and review integrity of the configuration repository.
31. Assess current availability, performance and capacity and create a baseline.
32. Assess business impact.
33. Plan for new or changed service requirements.
34. Monitor and review availability and capacity.
Investigate and address availability, performance and capacity issues
Desired Competencies (Technical/Behavioral Competency)
Must-Have**
(Ideally should not be more than 3-5)
ITIL 4.0 & SIAM Certification and worked in Large corporate on Similar role
Good-to-Have
Strong written and verbal Communication, negotiation, client Management , MIS and presentation .
Role**
SIAM and ITSM Lead
Required Technical Skill Set**
Incident management, Problem management, Change Management, Vendor Management & Knowledge Management
Good to have Technical Skill Set
PMO and SLA Management.