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IT Service Management (ITSM) Advisor

8.00 to 12.00 Years   Bangalore   25 Jul, 2019
Dell
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other SoftwareSales / BD
EmploymentTypeFull-time

Job Description

  • Interface with Virtustream client facing resources to ensure quality delivery of goods and services, including acting as liaison between Virtustream Operations internal teams and Service Delivery Managers/Cloud Delivery managers who interact daily with large clients
  • Incident Management; Ensure proper process through incident lifecycle including incident response, troubleshooting steps, resolution and customer communications.
  • Problem Management; Ensure that known issues/risks in the environment are addressed in a timely and adequate manner. Conduct after action reviews and develop root cause analyses documents as needed.
  • Change management: Hold change review boards, audit change tickets and govern change control to reduce risk to data center environments.
  • Provide weekly reports to management and leadership outlining progress, key metrics and KPIs
  • Partner with operational teams and leaders to ensure process needs are adequately addressed and processes are properly executed
  • Ensure accountability and enforcement of all documented processes
  • Partner with ITSM teams and peer organizations to ensure continuity across all operational processes
  • Participate in Continuous Service Improvement (CSI) initiatives as needed
  • Compile SLA reporting across above functions
Requirement Details:
  • 8+ years of ITSM Operations experience (required) Incident and/or Change and/or Problem management
  • ITIL Intermediate, Agile and or SIAM certificate (desired)
  • Deep understanding of operational process and governance models
  • Excellent communication skills with the ability to influence outcomes through accountability and partnerships with key leaders across organizations
  • Have the ability to analyze data to identify trends and proactively address issues
  • Hold a degree from an accredited university
  • Work Timings
  • EMEA and US business hours on rotational basis
  • Candidate is required to work in Night Shifts
Key Metrics/Success Factors:
  • Monthly reduction in outages
  • Monthly reduction in failed change rates
  • Monthly reduction in aging tickets
  • Monthly reduction in overall number of customer escalations
  • Increased customer satisfaction
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Keyskills :
rootcausedatacenterkeymetricschangecontrolbonusprogramsqualemploymentopptunitymedicalhist

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