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ITIL Problem MgmtLead Administrator

5.00 to 8.00 Years   Bangalore   31 Oct, 2019
Wipro Limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Key skills required for the job are:

  • ITIL Problem Mgmt-L3 (Mandatory)
  • ITIL Cross Functional Service Management-L3 (Alternate)
As a Lead Administrator, you should be able to act as a Single point of contact for the technical tower in front of the customer management. Ensure proper communication and quick resolution as a crisis manager. Responsible for Vendor Management and people management. Drives day to day operations and work plan allocation/management. Conduct periodic reviews with teams. Weekly and monthly status reports to higher management. Participate in business meetings with various stake holders. Take corrective actions based on the customer satisfaction surveys. Drive service improvement programs. Ensure adherence to quality / security standards defined for the engagement Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents. Effort estimation/reviews on need basis for new projects. Added Value for ITIL V3 Certification / 2011 Intermediate Certification. Publish SLA/KPI Reports for process as per Scope. Good Knowledge of GIS technologies,Servers,Networks,Database,Storage & BAckup. Capable to bring service improvements for all in scope ITIL processes in the account. Knowledge of the in-scope ITSM Tool, Remedy or ServiceNow or HPSM.Behaviour Skill : Excellent Written & Verbal Communication Skills. Highly dynmic interms of managing workloads & working under pressure. Experience in handling global customers considering cultural nuances. Delivery successful customer presentations. MAnaging & Mentoring Teams. Collaborative working drive for building high performance team. Constant watch on SLA/KPI performance of entire team as well as individuals, coach people to improve service levels. Proactive approach anticipate issues & act on them before they become show-stoppers., Mandatory Skills: ITIL Problem Mgmt-L3 ITIL - Service Rediness and Review-L2, ITMS Tools Desirable Skills: ITIL Cross Functional Service Management-L3 Language Skills: English Language-L3

Keyskills :
troubleshootingsla trend analysisvendor management itil v3

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