ITIL Service Management Co ordinators - SO - GSDC Job Description Overall responsibility for the resolution of all problems and implementation of changes
• Responsible for RCA capture, Trend Analysis, IT Availability, Bridge/Queue Management, adherence to Change Management Policy & Procedure, Effective Incident Management & Known Error Control & reduction of Issues & APAR
• Meet the process guidelines of supported Processes (Problem, Change, Reporting, CIRATS, Incident, Availability, & Capacity).
• Drive Backlog Reduction, Effective queue management and ensure high-standard of ticket quality as per the stated KPI/Target
• Effectively address all the issues in daily and weekly reviews with the customer/SDM
• Effective use and compliance to all utilized support Tools
• Ensure complete deliverables to agreed operational activities
• Minimize the impact of problems on the availability of services
Drive proactive quality improvement
Produce weekly Problem & Change management statistics, independently generates solutions based on analytical skills and business knowledge while analyzing client business requirements.
Desired Profile #Pre-requisites
• Bachelor's Degree in Information Technology
• 3+ Years of Helpdesk / Technical Support / General IT experience/IT Service Management
• ITIL Foundations Certified
• Willing to work in a 24x7 environment
#Required Skills
• Excellent verbal and written communication
• Applied Knowledge of ITIL best practices.
• Multitasking and coordination skills. Ability to co-ordinate work between teams across geographies
• Self motivated self starter and can handle responsibilities with minimal supervision
• Expertise on atleast one of the following disciplines: Incident, Problem or change management.
• Should be able to Manage an IT incident escalation through to service restoration while demonstrating ownership.
• Demonstrates analytical ability and creativity in resolving problems
• Be able to identify opportunity for and implement process improvements.
• Structured reporting skills.
• Basic Windows 2000/XP Operating Systems knowledge and Microsoft Tool Suite knowledge
Desirable skills
• Expertise on atleast one of the following disciplines: Incident, Problem or change management.
• Executive alerting and CAB knowledge
• DR & BCP handling skills.
• Basic understanding of Lotus Notes V7.0 Mail and Database usage
Required
* Bachelor's Degree in Information Technology
* IT Savvy, Basic Networking Concepts : Applied
* Demonstrates professional knowledge of client´s environment : Applied
* Platform and systems development and systems/network operations : Applied
* Demonstrates analytical ability and creativity in resolving : Applied
* Client personnel to implement technical solutions : Applied
* English: Fluent
Experience 3 - 5 Years
Industry Type IT-Software/ Software Services
Functional Area IT-Support, Telecom, Hardware
Location Bengaluru/Bangalore, Chennai
Keywords ITIL Service Management Co ordinators - SO - GSDC
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