• IT Service Management Specialist Jobs in Mumbai City - 23839799

  • M/s orange business services
  • Mumbai City
  • Save Job
  • 2 - 5 Years
  • Posted : above 1 month

Job Description:

Manage incident , problem and change management process

Review all the incidents and track them until closure to ensure response and resolution SLAs are met

Improve quality and efficiency of incident/ problem/ change management

Lead efforts to quickly respond to , and recover from , critical and urgent incidents

Organize bridge calls for effective coordination , incident resolution , service restoration

Continuously follow -up with support team for relevant notification updates per SLA , and drive resolution

Change coordination and facilitation

Attend weekly reviews to track incidents and associated root causes

Develop and deliver incident/ problem / change management reports , metrics and analysis

Conduct root -cause analysis reviews individually and with teams to identify areas of risk and remediation

Perform audits and analysis for trends in practice of the processes

about you

Experience in managing incident , problem or change management
Basic Familiarity with systems functionality and business continuity
Experience of using a ITSM call logging system(SM/ SM7/ Remedy/ HPSD/ Clarify/ Service Now)
Good Knowledge of ITIL framework
Excellent presentation and communication skills
Excellent in Escalation Management and Customer Senior Management s expectation management during crises situations and Major incidents
Previous Service Desk experience preferred
Experience with ServiceNow preferred

additional information

Good command on using excel - mandatory
Good command on using MS Powerpoint for customer facing presentations - mandatory
ITIL Foundation certification - Preferred

Profile Summary:

Employment Type : Full Time
Industry : Education / Training
Salary : Not Disclosed
Deadline : 18th Apr 2020

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