Consultant - Wintel/unix/storage

Negocios IT Solutions (P) LTD
  • Chennai
  • 10-15 lakh
  • 2-7 years
  • 23 Feb 2015

  • IT/ Information Technology

  • IT/ Technology - Software/ Services
Job Description

Change Approvals

- Review RFC to ensure required fields are filled out appropriately and scheduling changes are resolved

- Ensure task acceptance and approvals happen in a timely manner by contacting task owners and approvers according to escalation guidelines

- Host change approval calls for approvers of changes in pipeline (owners of changes from L2 Ops and L3 SME teams to join)

- Join change approval calls of approvers of changes in pipeline (owners of changes from L2 Ops and L3 SME teams to join in initial period)

- Contact/communicate with requestor in case rework is required

- Team leader to manage ticket queue to ensure SLOs are met
Recurring Responsibilities

- Communicate with L2 Ops/ L3 SME team, if needed, regarding expected time to be approved (SLOs)

- Update change approval matrix with common changes and answer customer questions regarding calculation of approvers

- Continuous improvement, staffing and training

- Ensure improvement of approval timeliness by focusing on approval chasing (e.g.: reach out to approvers promptly according to escalation rules)

- Collect approval-related best practices, metrics, and trends (e.g.: how to reach out to specific approvers, what teams are consistently late with approvals)

- Participate in daily performance huddles

Basic Qualifications

- some domain expertise (Wintel/Unix/Storage)

- some technical operations experience

- basic understanding of RFCs and change management process

- willingness to learn

- strong written and oral communication skills

Preferred Qualifications

- experience with ServiceNow

- relationships with key approvers

- understanding of approval matrix

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Negocios IT Solutions (P) LTD