Senior Manager-ITSM & SAM Gurgaon

Job Description

Roles and ResponsibilitiesITIL V3 & SAM Certified with around 10+ years of experience.2. Strong skills in ITIL Process Management.3. Expertise in implementing and handling Incident Management, KnowledgeManagement, Change Management and Problem Management.4. Comprehensive knowledge of the methodologies and principles of KnowledgeManagement5. Good knowledge of Service Now, BMC Remedy, HP Asset manager, JIRA.6. MS Excel, MS Word, and PowerPoint.7. SQL Server, UNIX, Autosys, ITSM, TWS, Eagle Pace/Star.8. Coordinate and facilitate the Change Management process across the globe;9. Prepare CAB meeting agenda and capture issues and suggestions;10. Determine CAB approvers for a particular change;11. Manage the CAB approval escalation process;12. Publish the Change Calendar;13. Communicate upcoming Changes to impacted parties;14. Facilitate post-implementation reviews;15. Escalate to IT senior management if an unauthorized change is discovered;16. Educate the Business and IT on the Change Management process;17. Report on Change Management activities;18. Handling Incident, Problem, KMDB, Capacity and availability Management life cycleend to end.19. Is responsible for ensuring that the service entry in the Service Portfolio/Catalog isaccurate and is maintained20. Participates in negotiating Service Level Agreements (SLAs) and Operational LevelAgreements (OLAs) for the service21. Ensures that performance meets the requirements of SLAs and OLAs22. Provides reporting and metrics on performance of service23. Excellent team player and has the ability to work effectively at all levels in anorganization.24. Overall 8+ years of SAM experience with minimum 4+ Years of work exposure onSAM tools like SNOW, Flexera, IBM, ServiceNow etc.25. Expert level knowledge of software licensing ( Oracle, IBM, Microsoft is must) andinterpreting licensing terms and conditions.26. Manage and Lead the SAM operations team which is focussed on managing IT relatedsoftware assets throughout the asset lifecycle.27. Collaborate with other leaders in other IT channels to ensure that SAM processes areconsistent in each channel.28. Excellent Reporting experience in SAM tools. Publish periodic compliance reports toLeadership Team.29. Collect SAM related data e.g. licensing information, customer contracts with vendorsetc and ensure SAM tools is always updated.30. Use technical information to work out on all installed software products, users andvirtual machines etc.31. Create license reconciliations based on information from the customers purchase andinstallation data.32. Manage software compliance audit(s) initiated by software publisher(s) and projects ofcritical importance.33. Communicate regularly with stakeholders to understand usage, future demandexpectations and planned changes.34. Provide stakeholders guidance based on software license impact/cost.35. Analyze consumption history and trends to provide guidance to budget owners andProcurement about projected future requirements.36. Module exposure to core ITSM, Solid understanding of dependencies of CMDB,Discovery and Asset Management.37. Strong know-how and working level knowledge on areas such as IT Infrastructure andIT Service Delivery.38. Advice Management Team on preventive care to avoid exigencies.39. Recommend management on Cost Savings Initiatives.40. Demonstrated aptitude for learning new technologies quickly.41. Ensure complete documentation with respect to every IT Software Asset from the stageof need identification to post disposal documentation and Audit.Desired Candidate ProfileExcellent English skills (spoken and written) Deep understanding of ITIL approach, principles and ITSM processes implementation. Bachelors degree in Computer Science or Engineering from a reputed institute Or, a MCA from a reputed institute with a minimum work experience of10+ yrsin ITIL and SAM with a sound knowledge of ITIL & SAM Process and Function. Experience of leading a team would be preferable.,

Keyskills :
financesalesltdmisaccountancysql serverbmc remedyitil processcost savingsservice levelcomputer sciencework effectivelychange managementit infrastructuresenior managementsoftware licensingescalation processincident managementsoftware comp