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ESM Incident Management Specialist

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Core Business Services
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BLR0004W Requisition #
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Job Summary:

  • The Enterprise Service Management (ESM) Incident Management (IM) Specialist role is responsible for monitoring the ongoing ‘wellnesses of Information Technology (IT) Incident Management processes, procedures and policies. 
  • The role drives the analytical review of IM’s scheduled reporting and other metrics to confirm that the end-to-end processes are operating in a Business as Usual (BAU) mode or to identify exceptions to same. 
  • The role leads discussions with IM Lead and /or business leaders on identified process exceptions and recommends potential solutions to rectify breaks in a specific process. 
  • The role requires a solid working knowledge of and certification in the Information Technology Infrastructure Library (ITIL) framework as part of the role’s core mandate to drive best practices in the alignment of business needs to IT capabilities. 
  • The role acts as thought leader in the use of the Service Management tool as trainer to the user population and are advanced users of its monitoring capabilities for IT’s processes.
  • The role may have management responsibility for the IM Process Analysts who provide the process analytics and is generally guided by the IM Process Lead.

 

Essential Functions of the Job:

  • Designs, assesses and delivers the performance analysis of all day-to-day IM process under IM’s  remit to determine the stability of local, area, global IT applications and the effectiveness of their processes, procedures and policies. Examines Critical Success Factors (CSF), Key Performance Indicators (KPI) and other key metrics produced on a daily, weekly or monthly basis as a critical component of the analysis.  
  • Defines and coordinates senior level meetings inclusive of monthly services reviews and more frequent meetings on outages and other incidents as required with intent to improve production stability.  Identifies repeat type outages in co-ordination with Problem Management and drives input into Continuous Service Improvement and/or Risk Registers.
  • Engages with Problem and Change Management and consults in major outage discussions/meetings as a thought leader on current processes and adds valued insight across senior members of the organization on efforts to restore overall services.
  • Assumes and drives responsibility for escalation actions, as needed, when it is observed that the appropriate IT process is not being adhered to.
  • Organizes and leads appropriate analysis activities with senior members of the organization on IM process not executed appropriately and drives follow through on actions identified as a result.
  • Drives adherence to EY’s compliance standards of IT processes and procedures wherever applicable.  Develops and directs practices to improve compliance mandates and/or identifies and implements improvements in process/procedures to support existing compliance directives.
  • Leads and coordinates meetings with all levels of the organization directly or under guidance of IM Lead to review existing KPIs and other metrics aligned to a specific process to drive continued improvements and production stability and/or end user satisfaction. Identifies & assesses risks, forecasts challenges and opportunities and provides related recommendations including the proposed creation of new KPIs and other modifications based on analysis.
  • Engages with vendors as required for IM.
  • Researches, recommends, develops, and implements updates and amendments to the Service Management tool to reflect identified enhancements or changes to process and procedures.  Partners with the Quality Management  and Automation team to develop and implement necessary modifications to the tool so that it reflects the latest services, procedures and activities.
  • Designs and develops training materials, communiques and related documentation to inform and train IT users in the IM process and tool and to embed the process as part of the required business knowledge of the IT organization.
  • Ascertains best practices in aligning business needs to an IT organization by maintaining a strong knowledge of industry standards in process management through formal certification and training in the ITIL framework and a knowledge of current and proposed future state of IT processes and procedures

 

Analytical/Decision Making Responsibilities:

  • The role requires a strong analytical acumen and solution orientation to understand the nuances of Incident Management process across cultures and geographic regions as well as within the IT organization. 
  • The role additionally requires consultative questioning and influence management skills as well as solid business knowledge of IT services and capabilities to identify the source of a service break and recommend viable solutions that will properly and efficiently resume service delivery.

Knowledge and Skills Requirements:

  • A comprehensive knowledge of the Information Technology Infrastructure Library (ITIL) processes in general and Incident Management in particular with an eye to progressive levels of certification as required. Proven experience to leverage and interpret the ITIL process in enhancing current business process and procedures
  • Solid advanced interpersonal skills to engage, as a thought leader, senior executives of the firm, in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence. Uses these relationships to connect colleagues, challenge insightfully to improve processes and propose credible options
  • Well defined consultative skills to conduct effective questioning , hone in on key issues to formulate ideas and materials as well as present those ideas clearly and concisely to all levels of the organization including senior and/or executive management
  • Advanced oral, presentation and written communication skills in the English language.  Exhibits the ability to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across all levels of the organization.
  • Has an active learning acumen about the application/infrastructure delivery and related operations organizations to engage team members in  issues resolution with confidence and credibility
  • Strong analytical and problem solving ability to escalate and negotiate complex and conflicting issues in IT technical investigations, handle multiple and shifting priorities across a broad spectrum of operating environments and to drive solutions that are both financially sound and operationally feasible.
  • Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint.  Strong skills in knowledge sharing tools such as SharePoint
  • Assists the IM   Process Lead with resolving team conflicts, providing peer mentoring, and with the implementation & communication of difficult decisions; is able to manage team or project by delegating work effectively and using appropriate resources

 

Supervision Responsibilities:

Contingent on location, the role is that of an individual contributor and is generally guided by the Incident  Management Lead

Other Requirements:

The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues.

Job Requirements:

 

Education:

College degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experience

Experience:

Approximately Approximately 8+ years of experience in an Operational/Service Management role with at least 5 years of Incident Management experience.

Certification Requirements:

ITIL v2 or v3 Foundations training, or higher level of ITIL Certification  as may be required

Note:

This job description is intended as a guide to reflect the principal functions of the job.  However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager.  Further, the job description is subject to change at the discretion of management.

 

 

 

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