Assistant Vice President - Technology (Service Management)
Mashreq
Bangalore, Karnataka
Permanent
Full-time
23 days ago
Job Purpose :-- As a Configuration Management Process Owner, you will be responsible for designing, implementing, and maintaining the Discovery and CMDB (Configuration Management Database - CI attributes, the relationships and the Service maps) for our organization. Your primary focus will be on ensuring accurate configuration management, maintaining data integrity, and optimizing the CMDB to support various ITIL (Information Technology Infrastructure Library) processes and organizational needs. You will also be responsible to establish Change configuration audit for the Bank along with Service map integration with Change and Incident management processes. Key Result Areas:-- CMDB Design and Implementation: Collaborate with stakeholders to understand business requirements and design an effective CMDB structure. Implement and configure the Discovery and CMDB in alignment with industry best practices and organizational needs. Define and document CMDB processes, policies, and procedures. Data Collection and Population: Establish data collection processes and mechanisms to gather configuration items (CIs), relationship and Service maps for various Infrastructure and applications. Populate the CMDB with accurate and relevant data obtained from various sources, such as discovery tools, documentation, and manual inputs. Ensure data normalization and standardization for consistency within the CMDB. CMDB Maintenance and Governance: Perform regular audits and assessments to maintain data accuracy and integrity within the CMDB. Develop and enforce governance policies to manage CI lifecycle, relationships, and dependencies. Identify and resolve data discrepancies or inconsistencies in the CMDB. Integration and Interoperability: Integrate the CMDB with other ITSM (IT Service Management) tools and systems for seamless data exchange and interoperability. Collaborate with IT teams to ensure alignment between the CMDB and various IT processes, such as incident management, change management, and asset management. Continuous Improvement and Optimization: Monitor CMDB performance and identify areas for optimization or enhancement. Implement improvements to enhance the CMDB's effectiveness in supporting IT operations and decision-making processes. Stay updated on industry trends, tools, and best practices related to configuration management and CMDB solutions. Operating Environment, Framework and Boundaries, Working Relationships The role is challenged continuously by fast-paced working environment, meeting the changing demands of our stakeholders. The role requires to operate independently with minimal supervision The role interacts with technology, CXCG, OPS, CPD, Audit, ISG, Risk and Finance teams. Effective stakeholders' engagement is key to success in this role. Enhance collaboration and coordination with support functions like CPD, HR, Audit, Risk Management, and Information Security. Problem Solving Should be a self-starter with ability to operate independently with minimal supervision Understand the gaps in the CMDB and other tools to ensure more accuracy of the data in built into the CMDB. Reduce the repetitive tasks in the process and bring in more stable and standard process without any loopholes. Conflict management skills for change schedules. Alignment and planning of the changes without impact. Knowledge, Skills and Experience:-- Proven experience (15+ years) working as a Configuration Management Process Owner or Consultant or in a similar role within IT Service Management. In-depth knowledge of Discovery and CMDB concepts, ITIL framework, and ITSM best practices. Hands-on experience with Discovery and CMDB tools (e.g., BMC Helix, ServiceNow, BMC Atrium, SolarWinds, etc.) and their configuration. Strong understanding of IT infrastructure and application components, relationships, and dependencies. Proficiency in data analysis, reporting, and visualization. Excellent communication skills and ability to collaborate effectively with diverse teams. Certifications such as ITIL, Configuration Management, or related credentials would be advantageous.