Lead and manage ITIL-based projects focused on incident, problem and release management, from initiation to closure, ensuring successful delivery within defined timelines, budgets and quality standards.
Define project scope, objectives, deliverables, and success criteria in collaboration with stakeholders and senior management, aligning project goals with business and ITIL frameworks.
Develop and execute comprehensive project plans, including resource allocation, schedules, risk management, and change control processes, ensuring adherence to project management methodologies.
Coordinate and collaborate with cross-functional teams, including incident management, problem management, release management and IT service desk teams, to drive project activities and deliverables.
Implement and enhance ITIL-based processes, policies, and procedures related to incident, problem, and release management, ensuring compliance with ITIL frameworks and industry best practices.
Utilize ITIL tools and technologies, such as ServiceNow, Remedy, JIRA, or similar platforms, to streamline and automate incident, problem, and release management processes.
Monitor project progress, track key performance indicators (KPIs), and report project status, risks, and issues to stakeholders and senior management, facilitating decision-making and issue resolution.
Manage project budgets, track expenditures, and ensure efficient utilization of resources, while maintaining cost-effectiveness and value delivery.
Conduct post-project reviews, evaluate project outcomes against defined objectives, capture lessons learned, and contribute to the continuous improvement of ITIL practices and project management processes.
Develop and implement release management strategies, processes, and policies to ensure efficient and successful software releases.
Define release milestones, deliverables, and dependencies, and create detailed release plans and schedules.
Manage the release lifecycle, including release readiness reviews, release deployment activities, and post-release evaluations.
Lead the incident and problem management process, ensuring timely identification, classification, investigation, and resolution of incidents and problems, while minimizing business impact and adhering to service-level agreements (SLAs).
Conduct a thorough root cause analysis for major incidents and recurring problems, working with relevant teams to identify underlying causes, implement preventive measures, and drive continuous improvement.
Develop and maintain incident and problem management documentation, including standard operating procedures (SOPs), incident response plans, and knowledge base articles, to enable efficient incident resolution and problem diagnosis.
Monitor incident and problem trends, metrics, and performance indicators, and provide regular reports and analysis to stakeholders and management, identifying areas for improvement and implementing corrective actions.
Stay up-to-date with ITIL frameworks, industry trends, and emerging technologies in incident, problem, and release management, and proactively recommend improvements and innovations to enhance service quality and operational efficiency.
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