As a cross functions lead, act as a single point of contact for the execution of ITIL Processes like incident management, problem management, change management, etc.
Implement & contribute with other divisions to achieve ISO 20000, 27001
Capable to connect, update and manage discussions with the customer for all in-scope infrastructure related technical services Networking, Servers, VMware, Storage ...etc.
Capable to drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the technical towers
Lead the ITIL Process resources to achieve the Process KPIs and Service level targets
Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets
Ensuring the Process adherence, meeting the quality norms of the customer
Driving the internal audits, define and drive service improvement programs based on the external audit findings
Report the Customer on all Process areas as per the Contractual agreements (SLCs)
Manage IT Operation Management staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance
Analyze IT Operation Management costs, value and risks of IT Services to advise management and suggest actions
Maintaining consistent service availability across all IT Operation Sites by implementing disaster recovery, fault tolerance plans, reliable backups for all systems and connections
Manage cross Service Lifecycle analysis, management and integration
Design & development of Operation Plan, Operation Schedule, Standard Operation Processes, SLAs & Service Catalog as per the Operation Contract
Maintain process maturity and CSI at prescribed levels
10 - 15 YEARS Experience in ITSM practice in managing various ITIL process roles Incident manager, Problem manager, Change manager, Asset and Configuration manager etc.
ITIL 2011 Expert Certified, Knowledge of ITSM Tools
Capability to deliver ITIL Foundation & Intermediate Training
Excellent team management skills and inter-personal skills
Excellent Presentation skills, verbal and written communication skills and facilitation skills
Good documentation and process flow diagramming skills
Graduate in Management / Engineering / Computer sciences