Oversees, facilitates, and administers ITIL based service support on a 24×7 basis
– Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management
– Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness
– Leads the account and work towards building Client relations
– Focus on Gaps and Process improvements
– Suggest and share ITIL Best practices and help implement the same
– Adapts communication techniques for audiences at multiple internal and external levels

– Monitor alerts and manage the Critical Incidents from SM perspective and not technical
– Manages vendor relationship
– Allocates work and mentor others

Requirements:
3-5 years of relevant experience or equivalent combination of education and work experience.
– Strong understanding of ITIL processes and principals
– Leadership skills
– Experience with handling multiple accounts
– Knowledge of ITIL Tools
– Strong verbal and written communication skills
– Strong ability to create and document processes
– Competencies in conflict resolution, customer service, facilitation, executive presentation

Job Segment: Consulting, Change Management, Technology, Management