ITIL Process Consultant Information

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ITC Infotech India Ltd

ITC Infotech, a global IT services company, is a fully-owned subsidiary of ITC Limited, the US$ 7 billion diversified conglomerate. ITC Limited is rated among the ‘World's Most Reputable Companies’ by Forbes magazine and among ‘India's Most Valuable Companies’ by Business Today. ITC Infotech has established itself as a key player in the offshoring arena with the rare advantage of having both domain expertise and astute business proficiency. We engineer business solutions that address our c... Read More

Address	ITC Infotech India Limited No.18, Banaswadi Main Road, Marutiseva Nagar Bangalore India
Website	www.itcinfotech.com
Holding	No Holding Details

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ITIL Process Consultant

Quality Manager position Primary Responsibility of Quality Manager 1. Manage the process compliance of the team with respect to customer defined ITIL processes. Ensure defined Incident management Problem Management & Change Management processes are being followed by service delivery team e.g. for Change management process ensure that all documents related to changes are updated before a RFC is closed. 2. In addition to customer defined process ensure that team is aware of internal processes as well such as Availability Management Capacity Management Service Level Management & Knowledge Management etc and following it appropriately. 3. Perform ticket audit (Incident Change Problem & Task) on a daily basis identify process-deviations and report it to the respective team(s) in order to get the identified gaps fixed. Follow-up until closure of the deviation (ensure corrective & preventive action have been taken). 4. Perform other audits such as Monthly Process Audit SOW audit etc and publish audit report to appropriate stakeholders. Follow up with teams for closure of audit-points (corrective & preventive actions taken to avoid process deviations). 5. Attend meeting with Internal and External stakeholders and as per requirement; brief regarding teams performance from process & quality perspective. 6. Identify & drive(along with Service Manager and Relationship Manager) the SIPs based on the service performance & customer feedback 7. As per requirement interact with Central/Local process managers to ensure alignment of the services provided (by Service Provider) with customer ITIL processes. 8. Impart trainings on all the processes applicable in project at a regular interval 9. Act as a guide for any process quality and ticketing tool related issue in the project. Also prepare required templates to be followed and guide the team to prepare them as per requirement e.g. RCA. 10. Make sure the process/procedure exists for all the activities to be performed by teams as per SOW. Identify the activities for which the procedure does not exist and follow up with teams to get the procedure defined in form of SOPs. 11. Formulate KPIs for service measurement and other reporting templates. Also define mechanism to measure the KPI to ensure that the service delivery team is measuring and reporting the KPI as per defined process. 12. Responsibility for service monitoring measurement and management reporting. Reports related to Incident Problem Change & Task SLA report Availability report OpCo-wise ticket-count etc. 13. Prepare and send quality reports to internal quality team as per requirement. 14. Responsible for the preparedness of the project to be ready for internal audits ISO 20000 external audit as required. Identify the requirement(s) for project to be ISO 20000 compliant and plan to complete them in order to face ISO 20000 audits. Desired Profile Please refer to the Job description above Experience 5 - 6 Years Industry Type IT-Software / Software Services Role Outside Consultant