Senior Staff Engineer, Delivery- ITIL

Job description

REQUIREMENTS:

• Total experience 10+ years.
• Strong working experience in IT support projects (L1 & L2), with a minimum of 3 years in a service manager or lead role.
• Strong verbal and written communication skills; able to interact effectively with clients and technical teams.
• Proficiency in incident management, problem management, and service monitoring.
• Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, etc.).
• Expertise in ITIL processes and frameworks.
• Strong analytical, reporting, and documentation skills.
• Experience with working on Jira and Confluence
• Hands on experience with any of the cloud platform (AWS/Azure/GCP).
• Ability to work in a fast-paced environment with a focus on service quality and improvement.
• Strong background in project management, consulting, cross -group collaboration skills and technical development background.

RESPONSIBILITIES:

• Ensuring client satisfaction above all else
• Showcasing a consulting mindset by acting as a solution provider rather than an order taker
• Identifying project/service stakeholders at an early stage and working with them to ensure that the deliverables are in sync with the benefits defined in the business case.
• Planning, organizing, and monitoring the project to deliver high quality business solutions.
• Defining the scope of the project/service, managing goals, risks, issues, and resources throughout the project lifecycle.
• Mentoring and managing team members, by giving constant on the job feedback, and by providing guidance
• Ensuring project quality of work meets defined governance, process standards and best practices.
• Reporting the status of all key metrics (eg: risk, scope, schedule, quality, customer satisfaction) from inception through closure
• Assisting the account management team in responding to new project requests
• Identifying opportunities in the current engagement to cross sell or up sell Nagarro's offerings.