MatchPoint Solutions is for candidates looking for a challenging career in a progressive company. MatchPoint and its clients are always looking for the qualified candidates, hiring directly out of top universities as well as experienced individuals from the industry.

Benefits of joining MatchPoint include:

  • Career and skill advancement
  • Competitive salary and benefits
  • Medical, vision & dental plans for employees & their families
  • Training Programs
  • Immigration assistance
  • Flexibility on projects
  • Vacation Time
  • Employee Referral Program
  • Bonus for business development
  • Retirement Plan
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Senior ITSM Consultant

Location: San Diego, CA
Job # 11298041
Date Posted: 08-24-2018
Location: San Diego, CA
Work Location: Onsite.
Role: Senior ITSM Consultant
Duration: 6 months (extensions likely)
Job Responsibilities:
  • Responsible for decisions related to prioritization and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritization.
  • Hosts Major Incident calls towards driving fast incident resolution.
  • Hosts Major Problem Review calls to determine root cause and action plan towards preventing problem recurrence.
  • Manages the life cycle of all Major Incidents records from escalation to resolution and Major Problems records from root cause investigation to permanent problem resolution and closure.
  • Owns the Major Incident and Problem Management process, prioritizing with business stakeholders and ensuring the most critical incidents are addressed timely and successfully restored.
  • Effectively communicates issues to engineers and leadership within support teams, and resolutions or work-around to the customer as appropriate.
  • Owns Problem Management validation of known error resolution and final validation, protecting the production environment.
  • Partners with Service Delivery and Application Support teams to collaborate on Continuous Improvement efforts and drive stability on Production environment.
  • Engages on ITSM projects and any related initiatives with little to no supervision.
  • Possess project delivery skills and experience working directly with stakeholders, customers, and clients.
Job Requirements
  • 7+ years of sound experience in Incident Management/Problem Management processes.
  • 5+ plus years working as Incident Manager or Problem Manager in a corporate environment and have been directly involved in two or more SDLC related phases
  • Thorough understanding of ITIL/ITSM processes with deep knowledge of Problem Management. Should know the various ITSM stages: Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Release and Deployment Management, Service Catalogue Management, Availability Management, Continuous Improvement, Service reporting and KPIs.
  • Broad understanding of all aspects of applications and infrastructure components.
  • Proficient in ITSM tools like: Cherwell, and ServiceNow
  • Knowledge of Risk Management, Compliance, Audit, Information Security and Technical Privacy.
  • Ability to influence others at all levels of an organization with proven leadership skills.
  • Ability to communicate effectively to team members on a regular basis.
  • Ability to work across functional areas to drive continuous improvement.
  • Ability to work in challenging and ambiguous environments.
  • ITIL Foundations Certification required
Megha Ananthakrishna
Technical Resource  Manager | MatchPoint Solutions | Office 925-829-7755 |  Cell 408-718-6170| Email
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