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Process Consultant - ITIL

e-solutions

Arlington, VA

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JOB DETAILS
SKILLS
Best Practices, Change Management, Consulting, Continuous Improvement, Cross-Functional, Health Maintenance, ITIL (IT Infrastructure Library), Incident Management, Leadership, Maintain Compliance, Maintenance Services, Process Improvement, Reporting Dashboards, Risk Management, Root Cause Analysis, Service Level Agreement (SLA)
LOCATION
Arlington, VA
POSTED
1 day ago
Role:- Process Consultant - ITIL
Full Time
Location - Arlington, VA, (Onsite)

Role Summary:
We are seeking an experienced Major Incident Lead to manage end-to-end ITIL processes, including Major Incident Management (MIM), Incident Management (IM), Change Management (CM), Service Request (SR), and Problem Management (PM).
  • Key Responsibilities:
  • Lead and coordinate major incident resolution with cross-functional teams.
  • Ensure rapid service restoration and minimize business impact.
  • Govern ITIL processes for incidents, changes, problems, and requests.
  • Drive root cause analysis and implement permanent fixes.
  • Chair Change Advisory Board (CAB) and manage risk for changes.
  • Maintain service health dashboards and executive-level reporting.
  • Implement continuous improvement and process optimization.
  • Collaborate with stakeholders to ensure compliance and SLA adherence.
  • Provide leadership during high-pressure situations and war rooms.
  • Align operations with ITIL best practices and organizational goals.

About the Company

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e-solutions