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.
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
send your resume to: odia360.com@gmail.com
Last date: 14 Jan 2022
