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Job Description:
- As a cross functions lead, you should act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, etc. designed for a single Customer or as per SIAM framework in Multi-vendor Environment
- Capable to connect, update and manage discussions with the Customer and other Service providers / Vendors for all in-scope infrastructure related technical services viz., Networking, Servers, VMware, storage.
- Capable to drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the technical towers
- Lead the ITIL Process resources to achieve the Process KPIs and Service level targets.
- Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets
- Ensuring the Process adherence, meeting the Quality norms of Wipro and the Customer
- Driving the internal audits, define and drive service improvement programs based on the external audit findings
- Report the Customer on all Process areas as per the Contractual agreements.
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- Experience/Skills:
- 14 YEARS Experience in ITSM practice in managing various ITIL process roles, viz., Incident manager, Problem manager, Change manager, Asset and Configuration manager.
- ITIL V4 MP / ITIL
- 2011 Expert / ITIL 2011 Intermediate Certified, SIAM Foundation / Architect Certification
- Good Knowledge of ITSM Tools; ServiceNow, Remedy, HPSM, etc.
- Capability to deliver ITIL Trainings
- Excellent team management skills and inter-personal skills
- Excellent Presentation skills, verbal and written communication skills and facilitation skills
- Good documentation and process flow diagramming skills
- Graduate or Postgraduate in Management / Engineering / Computer sciences