IT/ Technology - Data Center/ Manage Infrastructure Services
Sound understanding of Service Management and a clear commitment to Service Management Framework
Experience of Process Consulting. Design & develop the Incident, Problem & Change Management process. Implement and monitor the compliance and effectiveness of these processes
Escalation management for any reported escalations
Build and maintain effective working relationships across tiers (Client, 3rd Party and Partner contacts) ensuring that business and technical knowledge are applied effectively, in order to achieve the best possible levels of service quality and availability
Monitor performance of the service and ensure continuous service improvement which is a pivotal element of the service
Process audit and compliance check
Proven track record of working with business and service managers. Experience in managing teams / stakeholders.
ITIL expert certified professional with prior experience on Incident/Problem/Change Management
Tools: BMC Remedy / Service Now / ITSM or any other industry standard ticketing tools.
Good communication and presentation skills.Should have experience in people management for Global teams.Open to work in shifts for 24 x 7 operation.
Professional computer systems knowledge, systems integration and architecture.