Roles and Responsibilities

• Excellent control & Knowledge of key Service Management processes like Incident Management, Change Management, Problem Management, and Major Incident Management.
• Reporting of Service Management process to both internal and customer management teams and driving continuous improvements in Service Management areas.
• Manage team, their work, customer handling, Escalation handling, Prioritization of work, and Soft skills.
• Develop and communicate infrastructure strategy, budget, metrics, business cases, ROI analysis, and other related supporting materials.

Required Qualifications

• Experience in managing and handling complex infra and application landscape related to Service Management.
• Should have experience and skills to work in multiple vendor client setups.
• Should be able to chair/lead and control Service Management meetings with larger audiences including clients.
• Extensive background in developing processes to encourage knowledge sharing, collaboration, and workflow, and ensuring the development and implementation of any necessary actions to meet objectives.
• Proven knowledge of ITIL concepts, processes, es, and functions.
• Demonstrated focus on the delivery of a high-quality customer experience.

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