ITSM Senior Manager

Role- ITSM Senior Manager

Experience- 12-16 Yrs

Location - Chennai / Hyderabad

Shift- 3pm-12am

Mode of Work
- Hybrid.

Job Summary:

Role :

We are seeking an ITSM consultant which is a critical leadership role responsible for overseeing and continuously improving Highmark's IT Service Management processes, with a primary focus on Incident, Problem, and Change Management, as well as driving data-driven insights through robust reporting and analytics. This role ensures the efficient and effective delivery of IT services, minimizes disruption, enhances service quality, and supports the organization's strategic objectives.

This individual will leverage deep expertise in ITSM principles and extensive hands-on experience with the Service Now platform to optimize service delivery, enhance operational efficiency, and ensure alignment with business objectives.

Responsibilities:

1. Incident Management (IM):

• Define, implement, and enforce incident management processes, procedures, and policies in alignment with ITIL best practices.

• Lead and manage the Incident Management team (if applicable), providing guidance, training, and performance feedback.

• Ensure timely identification, logging, categorization, prioritization, diagnosis, escalation, and resolution of IT incidents.

• Develop and maintain critical incident response plans, communication protocols, and escalation matrices.

• Facilitate major incident bridges, ensuring effective communication, coordination, and swift resolution.

• Monitor incident trends and identify opportunities for proactive problem prevention and service improvement.

• Establish and track key performance indicators (KPIs) for incident resolution and service restoration.

2. Problem Management (PM):

• Establish and mature the Problem Management process, focusing on identifying the root cause of recurring incidents and preventing future occurrences.

• Lead root cause analysis (RCA) efforts for complex and high-impact problems, working with technical teams.

• Manage the lifecycle of problems from identification to closure, ensuring permanent solutions are implemented.

• Maintain a known error database (KEDB) and ensure solutions are documented and accessible.

• Proactively analyze incident data to identify potential problems and initiate problem investigations.

• Collaborate with development and operations teams to implement preventative measures and solutions.

• Track the effectiveness of problem resolutions and contribute to continuous service improvement.

3. Change Management (CM):

• Oversee the entire Change Management lifecycle, from request to review, approval, implementation, and post-implementation review.

• Ensure adherence to established change management policies, procedures, and standards.

• Chair or participate in the Change Advisory Board (CAB) meetings, facilitating informed decision-making.

• Minimize the risk of service disruption caused by IT changes through effective impact assessment and planning.

• Develop and implement strategies for managing emergency changes and standard changes.

• Maintain a comprehensive change schedule and communicate upcoming changes to relevant stakeholders.

• Conduct post-implementation reviews to assess the success of changes and identify lessons learned.

4. Reporting and Analytics:

• Develop, implement, and maintain comprehensive ITSM reporting dashboards and metrics.

• Analyze ITSM data (Incidents, Problems, Changes, Service Requests) to identify trends, patterns, and areas for improvement.

• Generate regular and ad-hoc reports for various stakeholders, including IT leadership, business units, and operational teams.

• Provide actionable insights and recommendations based on data analysis to improve service quality, efficiency, and customer satisfaction.

• Utilize ITSM tools (e.g., Service Now) to extract, transform, and present data effectively.

• Contribute to the definition and tracking of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

5. General ITSM Responsibilities:

• Act as a subject matter expert for ITIL best practices and frameworks.

• Drive continuous service improvement (CSI) initiatives across all ITSM processes.

• Manage and…