Job Seekers, Please send resumes to resumes@hireitpeople.comJob Details:
Must Have Skills (Top 3 technical skills only)
- ITIL
- ITSM
- Design SLAKPI Compliance processes
- Expertise in customer and vendor escalations.
Strong in PCIM problem, change, and incident management process. Client is redefining the problem management. It will require person to define the RCA process, drive this process with dev ops teams, ensure Root cause analysis effectiveness etc.
- Experience in various industries predominantly in Incident Management, Service desk, Customer Support, Client management, Service Delivery, Team leading and Service Operations.
- Should have led various processes of IT Service Management & Support involving Incident Management as per the ITIL/ ITSM standards
- Supplied documentation, escalation, training and standard operating procedures as needed to allow for a smooth transition within the NOC. Initial triage of incidents and poor performance using a variety of troubleshooting and monitoring tools.
- Should have participated in review, preparation of the incident and change audit reports for quality assurance purposes.
- Should be able to drive the efficiency and the effectiveness of the incident management and Service Request process
- Should be able to design SLA/KPI Compliance processes for Service Desk and Incident Management.
- Should have extensive cross functional experience working with internal and external business teams and customers with a focus on improving the customer experience including working in multinational environments.
- Should have expertise in customer and vendor escalations.
Certifications Needed: No
Top 3 responsibilities you to shoulder and execute:
- Drives the efficiency and the effectiveness of the incident management and Service Request process
- To review the incident and change audit reports for quality assurance purposes.
