Job Description

• Should be able to ensure that assets under the control of the IT organization are identified, controlled, and properly cared for throughout their lifecycle.
• Should be able Identify, control, record, report, audit, and verify services and other configuration items (CIs), including versions, baselines, constituent components, their attributes, and relationships at level of detail justified by the business need.
• Should be able to account for, manage, and protect the integrity of CIs through the service lifecycle by working with the Change Management process to ensure that only authorized components are used, and only authorized changes are made.
• Should be able to ensure the integrity of configuration items and configurations required to control the services by establishing and maintaining an accurate and complete Configuration Management System (CMS).
• Should be able to maintain accurate configuration information on the historical, planned, and current state of services and other CIs.Should be able to support efficient and effective service management processes by providing accurate configuration information to enable decisions to be made at the right time.
• Should be able to define the Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for the process.
• Should be able to sponsor the communication campaign to promote awareness and acceptance of the SACM process.
• Should be able to manage any new requirements or changes to the process.
• Should be able to define and improve the audit process; Monitor and review the execution of periodic audits.
• Should be able to analyze and identify possible problem sources to resolve incidents.
• Should be able to assist in liaising with all parties to drive Incidents to resolution.
• Should have experience in being an escalation point, whom Incident Analysts use as the next level of escalation for Incidents.
• Should be able to ensure the achievement of KPIs.
• Should be able to monitor the effectiveness of Incident Management and make recommendations for improvement.
• Should be able to prioritize incidents according to their business impact and criticality.
• Should be able to perform frequent random quality audits of Incidents and Service requests to maintain the quality of tickets.
• Can prioritize incidents according to their business impact and criticality.
• Can perform frequent random quality audits of Incidents and Service requests to maintain the quality of tickets.
• Can communicate incident status updates and resolutions to relevant stakeholders and support teams.
• Can collaborate with support teams and management to expedite the incident resolution process.
• Candidate should be able to work and daily, weekly, and monthly reports and can also work on mitigation of incidents and service requests with customers and stakeholders every week.should have good analytical skills and communication skills.