Alight Looking for IT Client Management Services, Associate at Kochi, Kerala Full Time

Join our Operations Team At Alight, we believe a company’s success starts with its people. It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology, allows companies and employees around the world to transform and thrive. With a competitive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work Join our team. Because transformation takes a workforce. Learn more at careers.alight.com

JOB ROLE:
The ITCSO will be responsible for the operational part of the implemented ITIL processes supporting ALIGH Global Technology and Applications Support Services.

The primary objective is to be operational responsible for the service provided.

An ITCSO should be the link between all our support teams to increase the service we provide to our customers, being the coordinators, unlockers and “translators” between technical teams and the business.

Duties (include but are not limited to)

Administer and manage release processes for the progression of Deployment Services projects.

Perform daily and weekly tasks such as creating reports, periodic system checks, etc.

1st Line support, reporting, prioritising, analysing and resolving faults to resolution

Hierarchical escalation and proper follow up

Assesses Incident and Changes Request (tickest) ownership and follows up on action

Service Level Agreement (SLA) monitoring

Responsible for compliance (internal and external) tasks.

Validation of Release management tasks

Ensure accurate documentation is maintained

Incident Management (classification, prioritization)

Catch and dispatch

Highlight identified process improvements.

Competencies

Initiative: Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development. Seeks and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up-to-date, turns mistakes into learning opportunities.

Interpersonal Skills: Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.

Problem Solving/Analytical Skills: Breaks down problems into smaller components, understands how to underlie issues; can simplify and process complex issues, and understands the difference between critical details and unimportant facts.

People Development: Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility / opportunity.

Results Focus: Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership / motivation.

Decision Making / Judgment: Makes timely and difficult decisions, uses consensus when possible and communicates decisions to others. Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues.

Managing Conflict: Listens well, diffuses conflict before it starts, find the causes of and solutions to problems, handles difficult people.

Education / Experience / Skills

Education to University degree level.

Coordination, organization, prioritization and multi-tasking

ITIL Service Delivery qualification is highly appreciated

Windows 2003 / 2010 experience.

Strong Problem Solving/Analytical Skills breaking down issues into smaller components

Ability to communicate fluently in English and (include special language requirements) (verbally and written) technical information to all levels.

A positive personality and excellent communication skills, both written and oral, are the key attributes as is the willingness to continue to learn

Problem-solving skills

Proven ability to follow processes, as well as identifying process improvement opportunities

Energetic and friendly, upbeat telephone personality, positive “can-do” attitude

Ability to quickly learn new applications and technologies

Team player in an international environment.

Language

Required:
Spanish – Add on

English

German – Add on

French – Add on

Working with us

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight believes diversity should be visible, valued, and sustained throughout the organization. And we’re committed to enabling an inclusive culture of belonging that engages all colleagues and grows the diversity of our talent to proudly represent the clients and communities we serve. As an affirmative action employer, we adhere to the principles of equal employment opportunity in the workplace as defined in our diversity policy statement. Diversity Policy Statement Alight does not discriminate against anyone based on sex, gender, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in employment qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter. Authorization to work in the Employing Country Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight. Note, this job description does not restrict management’s right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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