As a cross functions lead, you should act as a Single point ofcontact for the execution of ITIL Processes like incident management,problem management, change management, etc. designed for a singleCustomer or as per SIAM framework in Multi-vendor Environment
Capable to connect, update and manage discussions with theCustomer and other Service providers / Vendors for all in-scopeinfrastructure related technical services viz., Networking, Servers,VMware, storage.
Capable to drive and collaborate with multiple stakeholders onday to day operations to bring in coordination across the technicaltowers
Lead the ITIL Process resources to achieve the Process KPIs andService level targets.
Act as a crisis manager during the occurrence of criticalincidents, guide Pro-active problem management, address critical issuesto avoid change failures, ensure up-to-date maintenance of CMDB,achieving the Availability and capacity targets
Ensuring the Process adherence, meeting the Quality norms ofWipro and the Customer
Driving the internal audits, define and drive serviceimprovement programs based on the external audit findings
Report the Customer on all Process areas as per the Contractualagreements.
Experience/Skills:
14 YEARS Experience in ITSM practice in managing various ITILprocess roles, viz., Incident manager, Problem manager, Change manager,Asset and Configuration manager.