The IT Service Management Professional plans, directs and coordinates operations of Service, ensuring the provision of a single point of contact for the resolution of incidents, the continual monitoring of systems and processing of all kinds of tickets related to defects and incidents. Management of IT Services policies and guidelines by defining milestones, development, implementation and maintenance for IT services and solution. Focus is on Infrastructure services or solutions management.
Manage day to day IT service operations, source and deliver components of standard services
To Monitors IT projects, from Service rollout management perspective, establish process as per ITSM and ensures that quality standards and processes are met. To Manages the change request process for service or solution enhancements (CRs) and their implementation.
Collaboration with both internal and external stakeholders to ensure of service levels are tracked.
Ensure effective control of the local and global services and service providers for managed services as per defined SLAs.
Ensure communication and collaboration with stakeholders
Identify and log incidents, restore normal services and minimize adverse impact on operations
Provide personalized services (via self-service, real-time 24*7 operation) to users based on predictive analytics and real time monitoring of service usage
Identify root causes of problems (that affect IT services) and determine fix required to prevent recurrence of incidents
Do Infrastructure capacity management, plan and argument capacity, support on annual budgeting and tracking
Minimize the impact of recurring incidents (problems that cannot be prevented)
Ensure compliance to Quality, Cyber Security and DP regulations
Education: Bachelor of Engineering (Electronics & Communications / Computer Science)
Experience: 10-12 years’ experience in Information Technology
Experience in managing the IT services and projects. Through knowledge of ITSM, IT Project management and ISO27001 process and audits
Good knowledge of Cybersecurity, Data privacy policies and process
Experience in IT demand & service management, vendor management