IT Service Management

SSEIT Service Management

Position Description

Level 2 46 YRS

Minimum 4 years of experience in service management life cycle

experience

Incident Management Change Management and Problem Management are three

key processes within IT Service Management (ITSM) frameworks like ITIL

(Information Technology Infrastructure Library). Each process plays a

distinct role in ensuring the stability reliability and efficiency of IT

services. Heres a brief overview of each along with their respective job

descriptions:

1. Incident Management:

Job Description:

Respond to and resolve incidents reported by users or detected through

monitoring tools within agreedupon service levels.

Log categorize prioritize and assign incidents appropriately.

Communicate effectively with users stakeholders and relevant teams to

provide updates on incident resolution progress.

Diagnose and troubleshoot technical issues coordinating with technical

teams when necessary.

Ensure that incidents are resolved efficiently and effectively

minimizing impact on business operations.

Identify and escalate major incidents as per defined procedures.

Contribute to the continuous improvement of incident management

processes.

2. Change Management:

Job Description:

Evaluate and assess proposed changes to IT services systems or

infrastructure to minimize disruption and risk.

Review change requests for completeness feasibility and compliance with

policies and procedures.

Coordinate with stakeholders to assess the potential impact of changes on

business operations.

Develop and document change plans including testing implementation and

backout procedures.

Obtain necessary approvals for changes from the Change Advisory Board

(CAB) or Change Management Committee (CMC).

Communicate change schedules risks and impacts to relevant

stakeholders.

Oversee the implementation of approved changes ensuring adherence to

change plans and minimizing service disruptions.

Monitor and review implemented changes to verify their effectiveness and

address any issues that arise.

3. Problem Management:

Job Description:

Identify and investigate the root causes of recurring incidents or

systemic issues impacting IT services.

Conduct thorough problem analysis utilizing tools data and expertise

to diagnose complex technical problems.

Collaborate with incident management and other teams to gather relevant

information and insights.

Prioritize and categorize problems based on their impact and

frequency.

Develop and implement solutions workarounds or preventative measures to

address identified problems.

Facilitate problem resolution activities coordinating with technical

experts and stakeholders as needed.

Document known errors known solutions and workarounds in the known

error database (KEDB).

Conduct trend analysis and reporting to identify patterns emerging

issues and opportunities for improvement.

Drive continuous improvement initiatives to enhance the reliability and

stability of IT services.

Overall professionals in these roles should possess strong analytical

communication and problemsolving skills as well as a solid understanding

of ITSM frameworks and best practices. They should also be adept at working

collaboratively across teams and managing stakeholders effectively.

Remote Work :

No