Keywords
Skills
A Self Motivated and Proactive experienced professional with extensive experience in managing and delivering the IT Operations/Services.
Exercising process governance to ensure all Process related tasks and activities are aimed and aligned to ensure partner engagement/activities is standardised for delivering Quality RCAs and maintain good Process Health.
Responsible for Continual Process Improvement by suggesting and implementing innovation to increase process efficiency and maturity.
Handling Problem collaboration between Partners and Other Processes.
Handling and assisting in the Problem Escalation in accordance with the Escalation Management team.
Conducting and chairing Define Phase Meetings for all the Problem records to be created from P1/P2 incidents.
Responsible for creating and presenting Executive summaries for critical/Important Problem investigations.
Ensuring all the process and Partner SLOs are maintained and aligned by per forming RCA due date follow-up activities.
Hosting and Chairing Collaboration meetings with multiple partners to felicitate the RCA with a good Quality.
Driving the Incident Management & Critical Incident process with efficiency and effectiveness.
Maintaining and managing the technical updates on the RPS document from Network & Voice (WAN, WAAS, Skype EV, IMS, EWSD, DMS), Server Administration, Storage, Backup, DB and application support teams.
Handling and managing the customers and vendors/support teams (Multiple Facades) on the Technical Meetings.
Establish and maintain Service Level Commitments.
Reviewing and auditing the Incident Management process. Monitoring support calls, providing constructive feedback, ensuring that support staff follow established support procedures and have the necessary skills to perform effective problem Management.
Establishing and implementing goals, policies, procedures and performance indicators.
Work with Service Level Manager/Sr. Management to negotiate, get agreement for, design, and maintain SLAs with internal customers and OLAs with other IT support teams.
Create/Review/Modify different Operational/Functional procedure documents for the team use by liaising with the support/vendor/Business IT teams.
Trend analysis and proactive and reactive problem investigation for RCA and RCCA.
Engaging in Rapid Problem solving skills to minimize the incident/ problem impact and hence assist in the qualitative improvement of the overall IT infrastructure.
Conduct Process/Procedural training to the new team members to enable them of the Problem Management responsibilities and duties.
Undertaking ITIL foundation training for internal organization L2 and above employees.
Exercising process governance to ensure all Process related tasks and activities are aimed and aligned to ensure partner engagement/activities is standardised for delivering Quality RCAs and maintain good Process Health.
Responsible for Continual Process Improvement by suggesting and implementing innovation to increase process efficiency and maturity.
Handling Problem collaboration between Partners and Other Processes.
Handling and assisting in the Problem Escalation in accordance with the Escalation Management team.
Conducting and chairing Define Phase Meetings for all the Problem records to be created from P1/P2 incidents.
Responsible for creating and presenting Executive summaries for critical/Important Problem investigations.
Ensuring all the process and Partner SLOs are maintained and aligned by per forming RCA due date follow-up activities.
Hosting and Chairing Collaboration meetings with multiple partners to felicitate the RCA with a good Quality.
Driving the Incident Management & Critical Incident process with efficiency and effectiveness.
Maintaining and managing the technical updates on the RPS document from Network & Voice (WAN, WAAS, Skype EV, IMS, EWSD, DMS), Server Administration, Storage, Backup, DB and application support teams.
Handling and managing the customers and vendors/support teams (Multiple Facades) on the Technical Meetings.
Establish and maintain Service Level Commitments.
Reviewing and auditing the Incident Management process. Monitoring support calls, providing constructive feedback, ensuring that support staff follow established support procedures and have the necessary skills to perform effective problem Management.
Establishing and implementing goals, policies, procedures and performance indicators.
Work with Service Level Manager/Sr. Management to negotiate, get agreement for, design, and maintain SLAs with internal customers and OLAs with other IT support teams.
Create/Review/Modify different Operational/Functional procedure documents for the team use by liaising with the support/vendor/Business IT teams.
Trend analysis and proactive and reactive problem investigation for RCA and RCCA.
Engaging in Rapid Problem solving skills to minimize the incident/ problem impact and hence assist in the qualitative improvement of the overall IT infrastructure.
Conduct Process/Procedural training to the new team members to enable them of the Problem Management responsibilities and duties.
Undertaking ITIL foundation training for internal organization L2 and above employees.
Project history
Local Availability
Only available in these countries:
India
