ITIL Process Engineer

Job Title: ITIL Process Engineer

Location: Dallas TX

1. Release Coordinator :

• Planning and coordination of all phases and activities involved in the release of a system or system update into the production environment.
• Facilitating release planning meetings with key stakeholders and support groups to identify proper sequencing of major and enterprise releases.
• Ensuring all the issues and risks are identified, understood, and dealt with in a manner that mitigates risk to scope and schedule.

2. Change Coordinator:

• Gathering appropriate information based on the type of change being investigated
• Associating related CIs, incidents, and services to the change request
• Reviewing change plans and schedules. Planning activities include scheduling the change request, assessing risk and impact, creating plans, defining and sequencing the tasks needed to accomplish the change request, and scheduling people and resources for each task.
• Conducting CAB meeting.
• Tracking all IT production changes and reporting on completion rate, success rate, resources required, and production outages

3. Problem Coordinator:

• Ensuring that the problems for which they are responsible, including the ones that have been identified within the Availability and Capacity Management processes, progress through the problem management process in a timely and prioritized fashion.
• Ensuring that the information entered in the problem investigations and known errors that they manage is accurate and complete
• Verifying structural solutions and closing the known errors and problem investigations that they manage
• Updating the problem investigation with relevant information and status changes

4. Incident Coordinator:

• Monitoring day-to-day incidents getting created and assigning the tickets to appropriate teams if not assigned properly.
• Monitoring SLA's for the incident and make sure that the ticket is not breached.
• Engaging with different teams and work with them in case of escalated or high priority incident on urgent basis.