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IM/PM Lead Vacancy in an MNC, Chennai - Apply Now

The IM/PM Lead will strengthen the ITSM Ops team in providing ITSM services for business divisions

Global IT Operations offers support services for the core IT infrastructure, Data Centres, Networks and Compute by ensuring all three areas are aligned to provide a stable, resilient, scalable, repeatable, automated infrastructure where hosts its applications and services. 

IM/PM Lead Vacancy in a MNC, Chennai - Apply Now

This team provides connectivity to all our offices in the UK, US, India, Europe, and SA and also establishes and ensures secure communications with our 3rd party providers and clients.

Core responsibilities and duties

The successful candidate would be responsible for the following duties

  • ·       Management of all Major Incidents in a 24X7 shift format is the primary responsibility.
  • ·       Manage any priority incidents, including communication to the business, facilitating root cause analysis and resolution.
  • ·       Driving the aging Incidents/Problems with support groups to Closure
  • ·       Collation and production of MIRs to the business within a given timescale.
  • ·       This role also incorporates Problem Management from Major Incidents, RCA reports and proactive analysis of trends in incidents eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented.
  • ·       Responsible for creating Service Introduction and Service Model for newly introduced services.
  • ·       Provide meaningful reporting to track service delivery and identify areas for improvement
  • ·       Ensure cohesive high quality service delivery by working closely with other IT teams across the enterprise
  • ·       Candidates should have passed qualifying degree examinations and awarded bachelor’s degree. Preferable in engineering/technology
  • ·       10+ years of progressive experience in field of ITSM(majorly into Incident and Problem Management areas)
  • ·       Expert knowledge on all aspects of ITIL including Incident, Problem, Change, Knowledge and Service Management processes as defined by ITIL
  • ·       Experience of working with multiple technical teams and functions with an exceptional attention to detail
  • ·       Prepare and Update the knowledge base as applicable
  • ·       Excellent verbal and written communication skills in English.
  • ·       Track record of developing and providing SLAs & KPI’s.
  • ·       Flexibility and willingness to support a 24x7 global operation through off-hours support, on-call availability, or other as per needs of the business.
  • ·       ITIL V3 Foundation/Intermediate Certified

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Last date: 14 Jan 2022

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