Lead Administrator (Tools & Automation)

Job Summary

Configuration Manager Role Summary

The Configuration Manager is responsible for managing, controlling, maintaining, and ensuring the accuracy of the Configuration Management Database (CMDB) and all Configuration Items (CIs). The role provides critical configuration data to enable effective Incident, Problem, Change, and Release Management and ensures integrity of IT asset and service configuration throughout the lifecycle.

Key Responsibilities

1. CI & CMDB Governance• Identify and manage configuration structures for all infrastructure CIs, including CI ownership, relationships, and configuration documents.• Maintain the accuracy, completeness, and integrity of the CMDB, ensuring all teams comply with configuration policies and procedures.• Use discovery tools to identify and correct CI attributes, and reconcile discrepancies with operations teams.

2. Configuration Lifecycle Management• Manage CI lifecycle stages such as request, procurement, receipt, inventory, deployment, decommissioning, retirement, and disposal.• Ensure all changes to CIs are controlled through the Change Management process, enforcing data integrity and version tracking.

3. Tooling, Process Support & Improvements• Plan and manage support for Service Asset & Configuration Management (SACM) tools and processes.• Maintain and enhance the configuration management system to securely store CI data and provide accurate, timely information.• Monitor performance and capacity of the CMDB and recommend improvement opportunities.

4. Data Quality & Reporting• Review results of discovery scans, analyze missing CI attributes, and work with operations teams for remediation.• Provide accurate configuration data to enable timely decision making for all ITSM processes.• Produce and publish CMDB accuracy reports and health metrics.

5. Cross Process Alignment• Support Incident, Problem, Change, and Release teams by ensuring reliable configuration information.• Improve service quality by maintaining categorized, accurate configuration data that helps streamline troubleshooting, impact analysis, and root cause identification.

Required Skills & Qualifications

Technical Skills

• Strong understanding of CMDB concepts, CI attributes, CI relationships, and service mappings.• Experience using discovery tools, SACM platforms, and ITSM tools (e.g., ServiceNow).• Understanding of IT infrastructure components (servers, network devices, applications, databases).Process & ITIL Skills• Deep knowledge of ITIL Service Asset & Configuration Management (SACM).• Ability to work closely with Change, Incident, Problem, Release, and Asset Management functions.• Strong analytical skills for CI data reconciliation and configuration audits.

Soft Skills

• Excellent communication and coordination skills to work with operations teams and stakeholders.• Strong documentation skills and attention to detail.

Key Responsibilities

1. To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such as maintainenace of a comprehensive Knowledge base , act as a mentor to junior analysts,and deliver training programs for freshers, equipping them with essential skills to become productive .
4. To contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Skill Requirements

null

Other Requirements

null