Senior Engineer - Cloud & Infra Management

Senior Engineer - Cloud & Infra Management

Job RequirementsMinimum 58 years of relevant experience working as Service Configuration Manager

Should possess good understanding of ITIL V3 and ITIL4 service lifecycle modules

Should have strong verbal written communication and interpersonal skills

Lead role while acting as a liaison with internalexternal customers

Key Responsibilities

Process Ownership Governance

Own end to end Service Configuration Management process and consulting engagements

Good understanding of CSDM modules and Service Mappings

Exposure of CMDB Greenfield implementation Setup new CMDB Classes attributes and CSDM along with Process documentation templates as and when required

Know how to interact well with the customers and explain the CMDB process associated best practices and offerings

Define and maintain process policies standards scope and operating model inscope CI classes environments and lifecycle stages

Establish and run CMDB governance forums weeklymonthly to drive decisions on standards exceptions risks and priorities

Define RACI and enforce CI ownershipaccountability across Infrastructure Apps Cloud Security and ITAM teams

Establish controls for CI lifecycle management create update retire

Manage process exceptions and ensure appropriate risk acceptance and approvals are documented

Identification Reconciliation Deduplication Discovery Strategy

Establish and oversee endtoend deduplication controls to prevent detect and remediate duplicate or conflicting CI records

Ensure identification reconciliation and deduplication outcomes are traceable repeatable and auditready

Oversee onboarding and offboarding of data sources with strong integration controls data mapping and validation

Data Quality Management KPIs Continuous Improvement

Define and track CMDB data quality KPIs completeness correctness compliance timeliness

Own CMDB health dashboards scorecards and management reporting

Lead continuous improvement initiatives to improve CMDB accuracy and usability

Set quality thresholds and escalation mechanisms for recurring issues

Change Management Integration CI Lifecycle Control

Ensure CMDB updates are governed through Change and Request Management processes

Enforce controls to prevent unauthorized or manual CI updates

Ensure CI retirementdecommission processes are aligned with asset disposal application decommission and infrastructure teardown

Business Communication Stakeholder Management CrossTower

Act as the single point of contact for CMDB governance across Infrastructure Application Cloud Security and ITAM teams

Drive CI ownership and accountability by engaging tower leads and process owners

Resolve crossteam conflicts related to CI ownership data discrepancies and process adherence

Reporting Metrics

Define CMDB performance metrics and KPIs covering data quality completeness accuracy reconciliation and deduplication effectiveness

Prepare and deliver CMDB health reports dashboards and executive summaries

Provide leadership with periodic reporting on data quality KPIs audit posture risks and remediation status

Track and report progress of CMDB remediation initiatives and continuous improvement actions

Enablement SOPs Training Knowledge Management

Own and maintain process documentation SOPs work instructions control documents and governance artifacts

Provide trainingenablement to support teams eg Deskside Infra Ops App Ops on CMDB standards and CI ownership

Ensure smooth transitions and knowledge transfer during new scope onboarding tool changes or organizational changes

Continuous Improvement Process Maturity

Drive continuous improvement of configuration management processes based on metrics audit findings and stakeholder feedback

Embed standardization automation and preventive controls to reduce operational risk and manual effort

Job Qualifications Skills

SectionDetails

DomainStrong Configuration management skills as a LeadManager

Should have exposure to ITSM ticketing tools ie ServiceNow Symphony Summit BMC Remedy etc

Good interpersonal organization and customer services skills

Experience of working within rest of ITSM processes such as Change Management Configuration or Release in a demanding and complex environment

Strong IT Service management skills

Soft Skills Excellent communication and email writing skills

Team collaboration

Documentation and knowledge sharing

Education RequirementsBachelors Masters in Computer Science or equivalent can be marked optional or flexible

Certifications ITILV3 ITIL4 Foundation

Gen AI Concepts

ServiceNow Generative AI Now Assist

Certification on market leading ITSM ticketing tools would be preferred