Job Description :
Hi,

This is Dhas from Avtech solution Inc,
Hope you are doing great! Please review the following job description and let me know if you are available and willing to apply


Role - Senior Program Manager
location - CHICAGO DOWNTOWN, IL
Client-Randstad/ MCDONALDS
Duration - 12 months +





NOTE - ITSM certification Mandatory AND ITIL - Optional

SHOULD HAVE LED OR IMPLEMENTED ITSM PROGRAMS

Required Skills
5+ years of Project or Program Management experience
5+ years of experience working with Platforms in an enterprise environment
5+ years working with performance measurement systems establishing KPGs, KPIs, and metric definitions
5+ years of experience with process analysis, process design and continual improvement initiatives
2+ years working with ServiceNow
Experienced in working with development teams to customize software
Experience managing teams of 1-5+ people
ITIL Certification is a plus


Required Education / Certifications
Bachelors of Science in Computer or IT related fields (preferred)

Certifications (optional):
Information Technology Infrastructure Library (ITIL) V2/V3 Foundation Certified
ITIL Process Certification(s)


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 Problem Review calls to determine root cause and action plan towards preventing problem recurrence.
Manages the life cycle of all Problem records from Incident to root cause investigation. Owning the process of seeing this through to permanent problem resolution and closure.
Drives complex technical problems where analysis of situation requires in-depth evaluation and technical knowledge of all areas driving restoration of service with support teams.
Conducts QA around 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.
Facilitates the discussion between Problem owners and the infrastructure teams in order to apply lessons learned through root cause analysis to outline objectives that can be completed in order to design more resilient systems.
Owns the Problem Management process, prioritizing with business stakeholders and ensuring the most critical incidents are addressed timely and successfully restored.