Job Description

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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:

• 10 - 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; Service Now, 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

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