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Service Asset Configuration Management Lead
2 months ago
**Excellent Opportunity for Cross-Functional Services Lead**
Cognizant Infrastructure Services is seeking a highly skilled Service Asset Configuration Management Lead to join our Cloud Infrastructure & Security services practice.
About the Role:
- Act as a single point of contact for the execution of ITIL processes like incident management, problem management, change management, etc.
- Define and establish service goals, expected outcomes, and measurable results.
- Accountable for the strategic direction and guidance of ITSM processes and functions, as well as their supporting tools.
- Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, ServiceNow ITSM Platform, etc.
- Develop business cases to propose and implement additional ITSM processes and functions to further improve service – Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities).
- Connect, update, and manage discussions with the Customer and other Service providers/Vendors for all in-scope infrastructure-related technical services viz., Networking, Servers, VMware, storage.
- Lead the ITIL Process resources to achieve the Process KPIs and Service level targets.
- Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets.
- Continually analyze and refine service portfolio metrics to help shape the future ITSM Strategy. Ensuring the Process adherence, meeting the Quality norms of Cognizant and the Customer.
- Driving the internal audits, define and drive service improvement programs based on the external audit findings, Report to the Customer on all Process areas as per the Contractual agreements.
- Identify and define opportunities for process improvement and adhere to the principles of Continual Service Improvement utilizing metrics to ensure processes provide the anticipated value to stakeholders and users.
Requirements:
- Experience in ITIL processes like incident management, problem management, change management, etc.
- Experience in ITSM processes and functions, as well as their supporting tools.
- Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, ServiceNow ITSM Platform, etc.
- Develop business cases to propose and implement additional ITSM processes and functions to further improve service – Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities).
- Experience in managing discussions with the Customer and other Service providers/Vendors for all in-scope infrastructure-related technical services viz., Networking, Servers, VMware, storage.
- Experience in leading the ITIL Process resources to achieve the Process KPIs and Service level targets.
- Experience as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets.
About Cognizant:
Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, color, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.
