Information Technology Service Management ConsultantKTek Resourcing • Chicago, IL, United States

Information Technology Service Management Consultant

KTek Resourcing • Chicago, IL, United States

13 hours ago

Job type

Full-time

Job description

ITSM process Lead

Location : Chicago, IL (Onsite)

Contract : 6-12+ months

Client : HCL America

USC Only

Update LinkedIn ID Required

Requirement :

Min 7-8 Years of experience in ITSM role

Problem lifecycle management : Oversee the entire problem lifecycle, from identification and analysis to resolution and closure.

Root cause analysis : Lead the process of identifying the underlying causes of incidents to prevent them from happening again.

Proactive problem management : Identify trends in incidents to proactively address potential issues before they impact users.

Stakeholder communication : Inform stakeholders about problem status, resolution plans, and potential risks.

Reporting : Develop and deliver reports on problem management activities and metrics to management.

Continuous improvement : Regularly review processes and performance to identify opportunities for improvement in the problem management function.

Process Management : Implement and manage ITIL-based practices, focusing on key processes like incident, problem, change, and release management.

Stakeholder Coordination : Work with IT and business stakeholders to enhance service delivery and manage relationships.

Performance Monitoring : Track service performance against key performance indicators (KPIs) and report on metrics to identify areas for improvement.

Incident leadership : Declare incidents, assemble response teams, and lead the "bridge" or conference calls to drive resolution.

Coordination : Coordinate and provide direction to various IT support groups, such as server, network, database, and application teams.

Communication : Provide clear, concise, and timely updates to senior management, stakeholders, and customers, both during and after the incident.

Issue Resolution : Address and resolve process-related issues and bottlenecks.

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Information Technology • Chicago, IL, United States

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