IT Service Management Specialist

Key Responsibilities: 1. Incident Management: • Oversee the Incident Management process to ensure timely resolution of IT incidents. • Coordinate with various teams to ensure incidents are logged, tracked, prioritized, and resolved according to SLAs. • Ensure root cause analysis is conducted for critical incidents and corrective actions are implemented. 2. Change Management: • Lead and support Change Management processes to ensure controlled and efficient deployment of IT changes. • Work with cross-functional teams to evaluate risks, plan changes, and communicate changes to stakeholders. • Ensure changes are implemented within agreed timelines and that post-implementation reviews are conducted. 3. Problem Management: • Manage the Problem Management process to identify and resolve the root causes of recurring incidents. • Facilitate the creation of known error records and work closely with technical teams to implement permanent solutions. 4. Capacity Management: • Monitor and assess the capacity of IT services and infrastructure, ensuring they meet current and future business demands. • Coordinate with IT infrastructure teams to manage resource planning and scalability. • Ensure that capacity forecasts align with business growth and demand changes. 5. EOS/EOL Management: • Oversee the management of End-of-Service (EOS) and End-of-Life (EOL) processes for hardware and software. • Ensure timely identification of assets nearing EOS/EOL and work with procurement and asset management teams to plan for replacements or upgrades. 6. IT Disaster Recovery Coordination: • Lead and coordinate IT disaster recovery planning, including risk assessments and business impact analysis. • Ensure disaster recovery processes and procedures are documented, tested, and regularly reviewed. • Collaborate with relevant teams to conduct disaster recovery drills and ensure the continuity of critical IT services during incidents. 7. Continuous Improvement: • Identify areas for process improvement and implement enhancements in IT service management. • Ensure compliance with ITIL standards and best practices to optimize service delivery and minimize operational disruptions.