ITIL

Requirement :

Rotating Shift Managed Services Operations 24/7
Remote Working

Quick highlights as below.

• ITIL Processes
• Crisis Management
• Major Incident Management
• Process KPIs
• Service level Management
• Reporting against Contract
• ITIL Certified

Working Experience: 3-5 Years
Relevant Experience: 2-3 years
Educational Qualifications: Bachelor s degree in any discipline

1. As a Analyst, you should act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, major incident management, release management and service transition etc.
2. Prior working experience of handling foresaid processes preferred.
3. Capable to connect, update and manage discussions with the Customer for all in-scope infrastructure (Network, Compute, ServiceDesk etc.) and Application maintenance (ERP, BI, perforce applications)
4. Capable to drive and collaborate with multiple stakeholders on day-to-day operations to bring in coordination across the technical towers
5. Lead the ITIL Process resources to achieve the Process KPIs and Service level targets.
6. 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 product catalogue.
7. Ensuring the Process adherence, meeting the Quality norms of Wipro and the Customer.
8. Driving the internal audits, define and drive service improvement programs based on the external audit findings
9. Report the Customer on all Process areas as per the Contractual agreements.
10. ITIL4 certification preferred.
11. Comfortable working in 24/7 environment