Oversees, facilitates, and administers ITIL based service support on a 24×7 basis
Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management
Compiles, analyses, and reports statistical data and trends relating to service level compliance and operational effectiveness
Monitoring tickets and ensuring acknowledgement SLAs are met, Ensuring correct assignment and ticket routing
Focus on Gaps and Process improvements
Suggest and share ITIL Best practices and help implement the same
Adapts communication techniques for audiences at multiple internal and external levels
Monitor alerts and manage the Critical Incidents from SM perspective and not technical
Manages vendor relationship
Allocates work and mentor others
Requirements:
0-1 years of relevant experience or equivalent combination of education and work experience.
Strong understanding of ITIL processes and principals
Leadership skills
Experience with handling multiple accounts
Knowledge of ITIL Tools
Strong verbal and written communication skills
Basic understanding of Windows troubleshooting
Strong ability to create and document processes
Competencies in conflict resolution, customer service, facilitation, executive presentation
Work Timings: 24/7 Rotational
Job Segment:
Change Management, Management
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