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Job Description
- As a Analyst, you should act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, major incident management, release management and service transition etc.
- Prior working experience of handling foresaid processes preferred.
- Capable to connect, update and manage discussions with the Customer for all in-scope infrastructure (Network, Compute, ServiceDesk etc.) and Application maintenance (ERP, BI, perforce applications)
- 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 product catalogue.
- Ensuring the Process adherence, meeting the Quality norms of Wipro and 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.
- ITIL4 certification preferred.
- Comfortable working in 24/7 environment