Senior Engineer – Cloud & Infra Services job in Airoli,TN

Senior Engineer – Cloud & Infra Services

Company: Larsen & Toubro Infotech Limited

Location: Airoli, TN, IN

Location: Mumbai/ Pune/ Chennai

Experience: 3-5 Yrs

SPOC: Raghuraj Parkar

Key Skills: ITSM Consulting

 

 

Job Descriptions

Senior Engineer – Cloud & Infra Services

 

Role & Responsibilities –

  • Managing the detection, recording updating, and/or closing of problem record.
  • Communicate and coordinate with impacted parties through problem management process to prevent re-occurrence of incidents and minimize the impact of incidents that cannot be prevented
  • Proactively detect and prevent future problems/incidents and initiate problem management process to allow faster diagnosis and resolution
  • Perform root cause analysis using RCA techniques, identifying process and (or) operational improvements that will prevent incident recurrence
  • Coordinate, convene and facilitate major incident and problem review meetings
  • Facilitating and coordinating problem review meetings includes leading and facilitating investigations of incidents and managing root cause analysis between technical teams
  • Develop and publish problem management reports with business stakeholders and groups as per the agreed frequency
  • Drive adoption and adherence of Change management process across the organization
  • Responsible for ensuring correct approvals for changes, ensuring change freeze periods are adhered to, and uses judgment to assess risk and impact for exceptions
  • Responsible for running and management of the weekly CAB, reviewing & approve changes, communication, reporting and metrics, process improvement
  • Manage day-to-day operations pertaining to Knowledge Management.
  • Evaluate performance metrics against the defined critical success factors.
  • Perform Knowledge Gap analysis and lead knowledge transfer activities.
  • Interface with other processes and/or business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by the Knowledge Management process
  • Review and audit the process, its techniques and methods and ensure they are continuously improved.
  • Lead the Knowledge Management function for a department and is responsible for the adequate skill levels and performance of the assigned staff members.
  • Ensure that all Knowledge Items are easily accessible to those who need them in an efficient and effective manner.
  • Plan and manage support for KM tools and processes.

Required Candidate Profile –

  • Minimum 3-5 years of relevant experience working as a problem and knowledge manager
  • Should possess good understanding of ITIL® V3 service lifecycle modules
  • Should have strong verbal, written communication and interpersonal skills
  • Lead role while acting as a liaison with internal/external customers

Skills Required –

  • Strong IT service management skills
  • Good interpersonal, organization and customer services skills
  • Experience of working within the availability management process in a demanding and complex environment.

Professional Certifications –

  • ITIL® Expert or Intermediate Certified
  • Certification on market-leading ITSM ticketing tools would be preferred

Evaluation Criteria –

  • Prior experience in IT service management governance
  • Knowledge of ITIL® best practices
  • Strong Communication skills
  • Client-facing role and collaboration

 

 

 

 

 

Job Segment: Consulting, Business Process, Cloud, Engineer, Change Management, Technology, Management, Engineering

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