Cis Service Delivery Management Professionals
- Zensar
- 6 - 8 years
- Kolkata
- 5 months ago
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Job Description
- Candidate with 6-8 years of experience of Incident, Major Incident & Service request management processes of ITSM
- The role requires proactively run incident processes and analyze incident metrics.
- Identifying changes in the support processes and change the incident management process respectively
- Conduct regular review of incident management process and drive improvement to the process, tools, templates, documents and reports with customer counterparts
- Provide education, guidance, support, to ensure adoption of and adherence to Incident management processes within vendor and customers internal support teams
- Experience of leading and managing Major incidents from notification to service restoration
- Regular communication to internal and external stakeholders within SLAs
- Good knowledge on the Service Request Management process
- Creation and presentation of customer facing incident reports and trend analysis.
- Have strong organization skills enabling the management of multiple incidents simultaneously and be effective in their prioritization based on impact to the business.
- Using ServiceNow as a Service Management tool
- ITIL V3/V4 foundation certification is must & Service Operation certification will be an added advantage
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: ZensarLocation(s): Kolkata+ View Contact
Keyskills: Service management Trend analysis ITSM Incident management Service request management Service delivery management Management Vendor ITIL SLAS
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