ECS ITIL Process Manager

Job Description

C. Release Management

i. Take ownership to oversee the day-to-day operations relating to Release Management

ii. Ensure Release Requests are assessed properly and effective Risk assessment and review of Release across teams

iii. Ensure Release Process compliance, audit process, provide necessary feedback to Service Providers for improvement

iv. Forward Plan the release windows and cycles across Service Providers

v. Manage risks and resolve issues that affect release scope, schedule, and quality

vi. Measure and monitor progress to ensure releases are delivered on time and that they meet or exceed expectations

vii. Communicate all key project plans, commitments, and changes including requirements, QA (Quality Assurance) plans, schedule, and scope changes

viii. Manage relationships and coordinate work between different teams, suppliers at various locations

ix. Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews

x. Negotiate, plan, and manage all release activities

xi. Participate in CAB (Change Advisory Board) meetings to discuss release scope and/or roadblocks

xii. Maintain the release schedule for all core services and ensure alignment across teams

D. For all process areas

i. Maintain in-depth understanding of overall IT (Information Technology) environment of customer as well as services provided by respective service providers with good command over various technology areas from functionality perspective

ii. Regularly assess & identify gaps in current process and suggest improvements

iii. Prepare/update training material & conduct operational trainings/refreshers whenever required

iv. Utilize implemented KPIs/SLAs for regular measurements & reporting

• Availability Management
• BMC Incident Management
• Configuration Management
• Continual Service Improvements
• Demand - Capacity Management
• Hardware Asset Management
• ITIL Intermediate
• ITIL Process Management
• Organizational Change Management (OCM)