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Country:  India

Pune, IN

Location details: 
Employment type:  Fixed term extension
Full-time/part-time position:  Part-time
Job Code USA/CA: 

External Consultant- SMO

Job Title: Consultant- SMO

Department:  IT Service Center – SMO

Location: Pune 

Company: Konecranes and Dema Private Ltd     

KPI:  Service Management office, Service Transitions, processes

Reports To: SMO Lead

Position Type: Contractual         

Education Required: Graduate from any Engineering stream

Professional Experience Required (Max – Min.): 5-7 years


Job Responsibilities:     

  • Implements and maintains release, deployment and change management processes
  • Analyze and communicates release and deployment risks and business impact to stakeholders; ensures release packages can be successfully built, installed, tested and deployed to applicable groups or target environments within identified timelines.
  • Manages changes to existing services (e.g. expansion, reduction, supplier changes, acquisition, decommissioning of services, applications or other service components), including any related change management initiatives.
  • Ensures changes on local Configuration Items (CI) that impact global solutions are communicated to appropriate Data Center and related leadership.
  • Responsible for the overall local and regional change management process and ensures appropriate steps and processes are followed; acts as an escalation point for all change management issues.
  • Ensures Requests for Changes (RFCs) are properly documented; validates emergency RFCs prior to assigning to change owners.
  • Manages local and regional change planning schedule(s); controls potential conflicts between changes and informs key stakeholders as necessary.
  • Reviews all implemented changes to ensure objectives/requirements have been successfully met; considers previous delivery failures or postponements and identifies any related trends.
  • Ensures all organizational policies and procedures are followed throughout all transition phases.
  • Accountable for customer satisfaction of delivered services and outputs.
  • Prepares consolidated reports of end-to-end service delivery Key Performance Indicators (KPIs).
  • Participates in special projects and performs other duties as assigned.
  • Collecting the IT Management needs/requirements and translating them into functional solutions for IT Operative Function
  • Ensuring that the approved development initiatives get implemented into solutions and that there is on-time operational service readiness for go-live and deployments
  • Creating detailed Service transitions plans and follow-up measures for each development project
  • Securing the adequate hand-over to Operations (in co-operation with IT Service Manager(s))
  • Securing the relevant training materials for the IT Service (either validating and verifying the materials or responsible for producing the training materials)
  • Ensuring ITSM data quality
  • Managing the service portfolio and service catalogue


Competencies and Skills Required:

•             Knowledge about ITIL and ITSM tool(s)

•             IT Infrastructure Library (ITIL) Foundation’s certification. Intermediate ITIL v3 -4 certification covering change, release and deployment management a plus

•             Analytical and problem-solving techniques

•             Customer service attitude

•             Communication skills – Verbal, Written

•             Training skills for internal trainings

•             Team player



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