7+ Years of total IT experience with vast IT experience.

Responsible for operating the Account Configuration Management process according to ITIL HP
global standard and Configuration Management Center methodology. Objective is to provide a
complete and accurate CMDB so that other ITIL processes as Incident, Problem, Capacity and
Change Management processes can achieve their objectives effectively and efficiently.
* Owning the day to day operation of the Configuration Management Process for a
Customer
* Run CMDB consistency checks for all supported infrastructure domains on regular basis
and ensure all errors and warnings are followed up on and escalated as appropriate.
* Drive Physical Audits to confirm CMDB Accuracy (verification and Audit)
* Prepare reports as required, and track account Configuration Management
performance according to metrics and establish relevant metric and ensure they get
reported as required by account and Configuration Management Center.
* Contribute to ITSM processes set-up in the account by working closely with the SMC
implementation manager during Process Implementation phase.
* Maintain account process documentation (L4, Configuration Plan)
* Define verification and audit procedures to Ensures accuracy and integrity of CMDB
* Run regular meetings with Delivery teams to fix CMDB inconsistencies (Weekly Process
Review Meeting).
* Trigger and Follow CMDB quality improvement actions
* Manage escalations, Communicate Global Configuration Management process
changes/updates along with impacts to Delivery teams

* Assist in defining Service Asset and Configuration Management (SACM) guidelines and
operating procedures to improve the quality of data (standards).
* Review and perform CMDB changes from RFC (Request for Change) requirements.
* Analyze configuration item data, configuration item relationships, identify data
inconsistencies or anomalies, and report on data discrepancies.
* Reconcile configuration items from other trusted data sources into the CMDB.
* Document receipt, identification, storage and withdrawal of all configuration items
in the CMDB.
* Run CMDB consistency checks for all supported infrastructure domains on regular basis
and ensure all errors and warnings are followed up on and escalated as appropriate.
* Drive Physical Audits to confirm CMDB Accuracy (verification and Audit)
* Prepare reports as required, and track account Configuration Management
performance according to metrics and establish relevant metric and ensure they get
reported as required by account and Configuration Management Center.
* Review and monitor all RFC's for quality; during and post-implementation ensure
record accuracy and completeness and update changes according to CAB meetings and
close out records as needed using the service management tool.
* Assist in monitoring and assessing process metrics, KPIs, and process improvements.
* Support SACM and Change Managers in all other day to day activities. Identify, analyze,
and prepare risk mitigation tactics and manage anticipated risks.
* Evaluate and ensure user readiness, manage stakeholders and provide regular
governance and reporting.
* Establish a clear road map in terms of the sequence in which the work needs to be
carried out by participating in various internal and external meetings to ascertain the
nature of activities to be performed.

* Responsible for team, center, global and client SLA's / SLC's and SLT's.
* To manage the day-to-day planning, operation and problem-solving of a team of
agents to meet with the required service level components, standards and operational
targets.
* To develop the team to ensure delivery of a consistently superior customer experience
by highly knowledgeable and customer-focused agents and to act as the
communication conduit between Front liners and Management to offer creative
solutions.

* Delivery of team scores, service level components, quality and productivity targets &
indicators.
* People Management, staff development and on the job coaching.




* Provide effective queue specific trainings as directed by management, conduct audits,
random monitoring identifying training needs and bringing them to management
notice.
* Contribute for the initial hiring and selecting process of the team.
* Compiling reports on team's performance and customer feedback on a time lined
basis.
* Communication and being a focal point of dissemination of information from
* IT Disaster Recovery and Business Continuity Planning, Security Audit and Consulting.
* Offers solutions and suggestions for process and product improvement to
management.
* Provide resolution of procedural, process, information and technical problems for
requests from internal client base submitted by phone or automated means.
* Provide audit trail of all problems and resolution (input, monitor, and action, close)
using required tools.
* Work on trend reductions and be an active member of technical forums.
* Updating the internal Level 1 knowledge base with solutions to reduce the turnaround
times and improve resolutions.