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; ServiceNow, 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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