ITIL V3

  
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PURPOSE
 
Liaison between Service Management and Tier-1 teams like Monitoring and Helpdesk, in that, be there primary point of contact for all ITIL Process related activities
 
RESPONSIBILITIES
 

1. Contribute to the Tier-1 Processes i.e. Event Management and Incident Management to ensure these Processes are fit for purpose
2. Ensure maintenance of Tier-1 interfaces to ITIL Incident, Problem and Change Management.
3. Assist in Continual Service Improvement (CSI) initiatives at Tier-1 including requirements analysis, feasibility study, facilitating discussions with various stakeholders, manage the initiative as a Project and providing regular status updates.
4. Assist in establishing and maintenance of an effective Quality Control Process at Tier-1
5. Provide required support for Quality initiatives in place at Tier-1, such as the maintenance of relevant ISO standards

 
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
 

1. Prior exposure to Tier-1 functions like Helpdesk and Event Monitoring
2. Working knowledge of ITIL Incident Management
3. Possess excellent verbal and written communication skills
4. Ability to establish and maintain effective working relationships with Coworkers, Managers and Clients

 
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
 

1. Bachelor's Degree in Computer Science or related field; with 5 years of IT experience and at least 1 year specifically into ITIL Incident or Event Management

 
APPENDIX
 
Day-to-Day Responsibilities in detail
 

1. Co-own the tier-1 processes i.e. Event Management and Incident Management, in that, provide required support to ensure these Processes are fit for purpose
2. Co-author the Event and Incident Management processes followed by Tier-1 teams
3. Provide required support for ISO compliance at Service Operations Center (SOC) like liaising with Global Configuration Manager to address SOC CMDB queries etc
4. Drive Continual Service Improvement initiatives including (but not limited to) –
   1. Scope for monitoring improvements in every Service impacting Incident.
   2. improvement initiatives around Incident detection, initial triage, proper prioritization
5. Ensure End-to-End ownership of Tier-1 generated Incidents by regular follow-ups and escalations
6. Participate in the analysis of Events caused by Changes performed by SOC and work with Global Change Managers to ensure these are addressed
7. Assist Tier-1 teams in Proactive Problem Management, in that, ensure regular trend analysis of Events, registering of Proactive Problems and progress such to closure
8. Provide guidance to the establishment of a strong Knowledge Management practice at Tier-1 – includes designing a process, training the Tier-1 staff on the same and maintain oversight on the process health
9. Participate in Tier-1 handovers from a Process standpoint and act as a communication channel between Tier-1 groups and Global Service Management group