IT Service Manager

Job ID: HRIN225

Location(s): Mohali & Noida

Position: Open

We are looking for an IT service manager cum program manager who will be responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting. You will make sure the process runs smoothly and is effective on a day-to-day (and on a month-to-month) basis. You will be involved in request fulfillment, access management, event management, and problem management.

How you can make a difference.

  • Ensure the Information Technology Services organization adheres to Information Technology Infrastructure Library (ITIL) standards and best practices

  • Define, design, and implement processes and procedures based on industry-standard Information Technology Infrastructure Library (ITIL) V4

  • Develop and maintain a roadmap that drives implementation throughout IS for ITSM delivery, metrics and governance.

  • Partner with other leaders across the organization and champion the day-to-day operation, continuous improvement, and governance of the lifecycle of IT Service Management

  • Develop and implement an overall IT Service Management training strategy and plan.

  • Drive root cause analysis and corrective action completion across IS; help eliminate disruption of services and improve day-to-day operations using validated problem analysis and tracking all elements of the RCA to closure.

  • Work closely with Compliance, internal and external audit teams

  • Participate in technical calls for major incidents and outages

What all you need.

  • Experience in the practical implementation of the ITIL process framework and have already modeled and documented processes

  • ITIL V4 foundation certified

  • Working knowledge of several processes including incident management, change management, release management, problem management, Service Catalog, Knowledge Management, configuration management, service portfolio management, demand management

  • Solid grasp of ITSM and industry-standard methodologies

  • Outstanding analytical and problem-solving skills

  • Customer-driven approach