- Professional
- Escritório em Bangalore
Responsibilities:
Raising Incidents and managing Incidents – Ensuring closure within SLA
Performing periodic reviews of the Cases and working with customer and internal teams to get the incidents resolved
Planning and executing Release and Change management processes
Ensuring the team meets Problem Management Objectives
Preparing monthly reviews for customer
Assisting delivery teams in compliance with Blue Yonder Global Delivery Processes
Drafting process documents and maintaining the documents
Suggesting changes to existing practices
Governing and Reviewing the correctness and accuracy of process execution
Preparing reports as per defined frequency in scope
Identifying and initiating improvement projects on the business requirements
Desired skills and experience:
Minimum of 2 years’ experience in Service Management role
Minimum of 3 – 6 years’ experience in a service delivery organization or in technical leadership role. expert in managing, evaluating performances, SLAs, OLAs etc.
Thorough knowledge of Change, Incident and Problem Management Lifecyle end to end, process execution, key metrics, performance improvement plans. Worked in the core Infrastructure cloud based services environment
Experience handling calls, chair meetings, help delivery teams in determining the cause, fix and monitor the reoccurrence of the problem
Expert developing and maintaining problem and error control systems
Demonstrable ITIL process execution and knowledge of all disciplines
Creative thinking to create ideas, designs, approaches to convey messaging in the most effective and engaging way
Must be ITIL Foundation certified and good Knowledge of Lean Six Sigma Methodologies
Excellent verbal and written communication skills
Primary Skillset:
Incident Management
Problem Management
Change Management
Knowledge Management
Performance Management
Process Enhancement/Transformation
Training & Development
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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