Experience:

5 years - 10 years- experience in IT Service Management (ITSM)

Qualification:

BE/ B. Tech and MBA (preferred)

Location: Bangalore / Gurgaon / Mumbai

Key requirements

- Strong pre-sales experience in the IT Service Management space. Have experience of leading / facilitating large RFPs and proposals in this space

- Understanding and solving business and technology challenges related to the assessment and implementation of IT Service Management tools & frameworks

- Ability in leveraging acumen to understand underlying client business problems, while developing and delivering technology-enabled solutions that addresses the identified issues

- Proven record in developing business cases and understanding underlying ROI

- Apply knowledge of current infrastructure, emerging technology solutions, and industry trends to provide vision in defining projects and operational support

- Demonstrating thought leadership in IT Service Management - Delivery & Operations

- Exhibited analytical skills with the ability to translate complex problems into simple and actionable tasks

- Managing project initiation activities that include identifying contractual obligations, client needs and goals, existing situation, necessary contacts, and access to existing information as needed

- Developing, defining and executing project plans, project scope, activities, schedules, budgets and deliverables

- Managing project risks, issues/problems, and activity progress to ensure project goals (e.g., deadline, scope and quality) are achieved

- Managing integration of vendor/subcontractor tasks, and track and review vendor/subcontractor deliverables

- Serving as liaison between technical and non-technical teams, in internal organizations as well as in client and vendor/subcontractor organizations, to ensure all project targets and requirements are met

- Ensuring adherence to ITSM SLAs (Incident, Change and Problem) and Compliance requirements

- Ensuring production service assurance practices

- Monitor, record, analyze and report on activities, trends, results and recommendations relating to Infrastructure systems. Establish departmental metrics and generate monthly reports on actual vs. goal

- Apply continuous improvement methodologies and practices to drive efficient and effective IT operations

- Monitors and facilitates quick resolution of complex problem tickets escalated from the Service Desk or Systems Operations

Certifications (Preferred)

- ITIL v3

- PMP

- Certified Scrum Master (SCM)

Essential Skills:

- Experience with infrastructure supporting multi-tier application architectures

- Exposure into of various ITSM tools

- Production assurance best-practices

- Strong understanding of ITIL or similar service management process standards

- ITSM SLAs (Incident, Change and Problem) and compliance requirements across industries

- Contact center

- Vendor management

- Contractual obligations and standards

- Strong Project Management skills

Responsibility Framework:

- Communicate with impact & empathy

- Develop self & others through coaching

- Build & sustain relationships

- Be passionate about Client Service

- Be Curious: Learn, Share & Innovate

- Lead & contribute to team success

- Demonstrate courage & integrity

- Acquire and apply commercial & technical expertise

- Manage projects & economics

- Proactive, be open minded, practical & agile with change

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