Your session has been expired
If you want to continue, please login
Job Description
A Bachelor’s or Higher Degree is the minimum entry required for the position

  • Skill Set: ITIL Expert
  • Total Experience: 6.00 to 21.00 Years
  • No of Openings: 1
  • Job Post Date: 14/03/2023
  • Job Expiry Date: 31/05/2023
  • Domain: IT
  • Location: HYDERABAD [India]
  • Job Reference No: 953551

Job Summary

Job Description: Skill set : SMO (Service Management Office) No. of positions : 1 Additional SO Location : Offshore (Chennai or Hyderabad) Band : U4 / U3 ¿ Initiate and drive MIM calls to resolve Critical/High priority incidents ¿ Responsible for the upkeep of process agreed in SOW. ¿ Generate reports on schedule time to share with the concern recipients. ¿ Make suggestion to the project team and ITLT on process improvement in line with ITIL guidelines. ¿ Conduct regular ticket audits and share feedback with the Teams. ¿ Create and maintain process documents. ¿ Conduct process training to the team whenever necessary. ¿ Co ordinate with different parties for dispute tickets to bring about resolution. ¿ Participate and provide updates on weekly support status calls and governance meetings ¿ Delivering the weekly and monthly review reports on Operational for both client and internal management team ¿ Providing the Ad hoc reports to the operation team based on the requirement ¿ Perform periodic productivity analysis to drive operational efficiencies ¿ Ensuring that the backlogs are followed by and stand by till closure. ¿ Ensure proactive problem management to reduce Mean Time between Failures ¿ Facilitate Root Cause Analysis meeting for major incident outages to identify corrective action to minimize or prevent further occurrences. ¿ An ITIL qualification and knowledge in MS Power BI are preferable ¿ Excellent communication and reporting skills ¿ Incident Management experience ¿ Managing incidents including business expectations and communication ¿ Strong knowledge in Microsoft Excel and PowerPoint. ¿ Flexible to work in shifts

Recommend to Friend