ITIL - Account Service Advisor

Job description

Job Summary We are currently seeking a ITIL - Account Service Advisor to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). End-to-end Service Management governance, operational oversight, process compliance, and continuous improvement across all ITIL processes. Responsibilities 1. General Service Management & Governance • Act as the primary Service Management point of contact for all ITIL-related matters. • Liaise with internal teams and customer stakeholders for process improvements and tool enhancements. • Facilitate daily operations calls and monthly service reviews. • Review ITSM integration failures and ensure remediation. • Manage CSAT analysis and drive improvement actions. • Define and maintain reporting frameworks (SLA & operational reports). • Support governance meetings and customer engagements. • Drive reporting standardization and service improvement initiatives. • Extremely proficient in designing customer facing decks, creating dashboards and writing SOPs. 2. SLA Management • Define and manage SLA structures, including exclusions. • Facilitate SLA review meetings and stakeholder discussions. • Compile, publish, and maintain SLA reports and dashboards. • Maintain key documents such as the Document of Understanding (DOU). • Educate tower teams on proactive SLA management. • Establish and monitor SLA performance compliance. 3. Incident Management • Manage and govern major incidents (P1/P2), including escalations. • Ensure proper documentation and data quality of incidents. • Monitor and follow up on aged, pending, and SLA-breaching incidents. • Facilitate incident review forums (e.g., weekly aging reviews). • Oversee incident queues and ensure timely resolution. • Identify incidents requiring problem records. 4. Problem Management • Drive problem creation and RCA (Root Cause Analysis) activities. • Facilitate RCA meetings for major and complex incidents. • Ensure timely delivery of initial and final RCA reports. • Lead Problem Review Board meetings. • Perform trend analysis, risk analysis, and affinity mapping. • Track remediation actions and ensure closure. • Enable automation and proactive problem identification. 5. Change Management • Facilitate CAB (Change Advisory Board) meetings and governance. • Ensure completeness of change documentation (implementation, backout, test plans). • Review change schedules, adherence, and expedited/standard changes. • Track and ensure completion of Post Implementation Reviews (PIR). • Monitor and follow up on aging or non-compliant changes. • Communicate planned maintenance and outages. 6. Request Management • Facilitate request review forums and monitor request aging. • Ensure adherence to request SLAs and follow up on breaches. • Manage escalations and attention neededrequests. • Govern request queues and approval workflows. • Support creation and optimization of service catalog/request items. • Track KPIs such as request aging, completion compliance, and usage. 7. Configuration Management (CMDB) • Ensure readiness and acceptance of CMDB data during transition to steady state. • Oversee CI data integrity, updates, and governance. • Provide guidance and enforce configuration management processes. • Act as liaison between account teams, customer stakeholders, and data contributors. • Review CMDB reporting and ensure ongoing data quality. • Track and report on CMDB KPIs (e.g., data integrity, audit compliance).