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ITIL Process Lead



Bengaluru, Karnataka, India
Posted on Tuesday, July 2, 2024
ITIL Process Lead

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

HPE Operation is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you’ll do:

  • Definition, design, implementation of end-to-end ITSM processes
  • Understand the Services, Services Providers, and the Services metrics- SLAs, KPI associated with various process associated from Service management point of view
  • Ensure various process standards and designs are created, updated on periodic basis working closely with the respective Process Owners and Stakeholders
  • Analysis of the IT Metrics and draw inferences and come up with Service Improvement plans to improve the performance of IT
  • Drive meetings, interactions with the Process and Services teams and to improve the quality of services, quality of metrics data and the quality of reporting
  • Customize the process documents to suit the customer requirements and landscape
  • Develop/enhance an audit framework which would help auditing to the Core ITSM process to fix gaps and improve Maturity
  • Participate in audits, Services reviews and provide inputs on improving effectiveness of ITSM process
  • Analyse SOW to understand the scope and deviations has to addressed and resolved in due time
  • Develop SOPs, reporting standards and reporting templates as needed from time to time
  • Work as backup if any support is needed for Incident, Problem, Change, Service Level Management Process
  • Come up with ideas to Optimize, automate tasks/activities to bring in efficiency
  • Independently lead/manage various drives/Activities pertaining to Service Improvements and Operational stability
  • Establish a good working relationship with all the supporting teams and stakeholders

What you need to bring:

  • Strong Background of Process Design-IT and Business, Optimization, Audits and documentation
  • Excellent understanding and 9+ relevance Years experience of working with/implementing ITIL framework- Service Request Management, Incident Management, Problem Management, Change Management, Release and Deployment Management, Configuration Management, Service Level Management, Capacity Management, Availability Management and Continual Service Improvement
  • Thorough understanding of the IT Metrics and ability to identify/develop KPI which can be effectively used to track IT performance
  • Understanding of Service Design principles
  • Good understanding of IT Applications and Infrastructure domain
  • Ability to Objectively Analyse, Assess, Communicate, and report metrics and Analyse them to draw logical inferences and identify improvements
  • Excellent communications skills – Written, Verbal and Presentation and Process documentation
  • Proficiency of developing process flows using Visio, PowerPoint and reports using excel, Word and tools like SNOW
  • Influencing, negotiation, conflict resolution
  • Candidate should be self-driven and should be able to Lead/manage activities with minimal guidance

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity {+ 5 more}

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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Job Level:


HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.