Job description:

IT Service Management Assessment, Gap Analysis, Process Design, deployment and Organisational Change Management
Smooth Project transition and Interfacing at all levels of the organisational layers
Monitor Account performance indicators and providing local analysis of operational data relating to the account.
Manage resources Hiring / Attrition / Appraisals
Provide input and suggest for continuous improvement opportunities to benefit organizational delivery
Conducted ITIL training for resources.
Entire Service Management Processes managed, Single point of Escalation and deployed CI Linking Project, mentoring and managing a team of resources for project
Pre-Assessment, Due Diligence, Process Review & documentation of ITSM processes for Infrastructure support Creating training documents,templates ,presentations on Incident , Problem, Change ,Release, Configuratio, Availability and capacity.
Manage IT Service Management (ITSM) process design and construction, and participate in implementation in collaboration with Strategic Service Providers and Service Delivery Towers, and in alignment with ITIL recommended practices
Focus on simplifying processes, enhancing efficiency and effectiveness, and participation in activities associated with building a culture of continuous improvement throughout the IT organization. Develop supporting process documentation, including required procedural documents. Perform on-going monitoring of process effectiveness. Contribute to automation of process activities. Participate in ensuring integration of process with input and output processes.
For a business organisation, implement methods to collect metrics to assist in understanding and measuring the effectiveness of current IT processes; suggest and champion process improvement initiatives based on metrics analysis; monitor improvement activities to ensure desired outcome is achieved. Monitor the external landscape for new and innovative process improvement ideas, methods and trends and apply them as appropriate.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases