Solution Designer - Cross Functional - Infra

Solution Designer -- Cross Functional - ITIL - Infrastructure

Looking for Solution Designer - Cross Functional (ITIL)

Experience : 9-14 years

Location - Bangalore

Enterprise Service Management (ESM) is an enabling service for all other service lines. Therefore, a Cross-Functional Solution Designer (CF SD) must include event and workflow for all service lines in the solution. To accomplish this, the CF SD will be required to work with and form close trusting relationships with all tower solution designers as well as ESM, Global Service Management Delivery and APSCE. Enterprise Service Management capabilities include:

- Configuration Management

- Event Management

- Incident Management

- Problem Management

- Change Management

- Availability Management

- Capacity Management

- Service Level Management

- Reporting

- Enterprise Service Portal

Account Business Management (ABM) is another enabling service included in the scope of the CF SD. To develop a robust ABM solution the CF SD must form close relationships with all tower solution designers as well as ABM Sales Support and APSCE. ABM capabilities include:

- Account Business Management

- Document Management

- Policies and Procedures Manual

- Service Request Management including:

- Standard Service Request Management

- Non Standard Service Request Management

Cross-Functional scope also includes Commercial Contract Management and Financial Account Management. The CF SD is required to act as the single point of access into the pursuit environment for both CCM and FAM. The CF SD also solutions the Account Team Model for deals >$10M.

Cross-Functional Solution Designers must:

Master several cost models including:

- ESMGCM

- ABM Resource Calculator

- Account Team Model

- CMT

- Have a strong balance of technical skills and soft skills, which demonstrate communication and leadership.

- Identify and properly solution deviations from standards driven by unique client requirements as well as the resulting changes to cost.

- Be able to thrive in an environment of constant change and high complexity.

- Understand and work in an environment where cost is expressed as both direct and overhead allocation.

- Design solutions using multiple tool sets including legacy HP, legacy EDS, current HP standard tools and client tools.

Cross-Functional Solution Designers are the integration point for the entire solution. They must be able to visualize, understand, articulate and influence the holistic solution. This requires outstanding skills in the areas of teamwork, communication and leadership. It is therefore recommended that Solution Designers be experienced in other service lines and who have demonstrated excellent performance be considered for the CF SD role.

Along with experience in another service line, ideal candidates will have the following experience:

- Experience in IT Outsourcing

- Experience with ITO service management processes, tools and capabilities and how they drive business value

- Familiarity with service management cost drivers, cost modeling tools

- Experience in design, implementation and efficient operation of ITIL-framework service management in outsourced IT environments

- ITIL certification and experience, ITIL v3 preferred