Cross Functional Lead
As a crossfunctions lead you should act as a Single point of contact for theexecution of ITIL Processes like incident managementproblemmanagement change management etc.
designed for a singleCustomer oras per SIAM framework in MultivendorEnvironment
Capableto connect update and manage discussions with theCustomer and otherService providers / Vendors for all inscope infrastructure relatedtechnical services viz.
Networking ServersVMwarestorage.
- Capableto drive and collaborate with multiple stakeholders on day to dayoperations to bring in coordination across the technicaltowers
- Leadthe ITIL Process resources to achieve the Process KPIs andServiceleveltargets.
- Actas a crisis manager during the occurrence of critical incidentsguide Proactive problem management address critical issues to avoidchange failures ensure uptodate maintenance of CMDBachieving theAvailability and capacitytargets
- Ensuringthe Process adherence meeting the Quality norms ofWipro and theCustomer
- Drivingthe internal audits define and drive service improvement programsbased on the external auditfindings
- Reportthe Customer on all Process areas as per the Contractualagreements.
Requirements
Experience / Skills :
- 14YEARS Experience in ITSM practice in managing various ITILprocessroles viz. Incident manager Problem manager Change managerAsset andConfigurationmanager.
- ITILV4 MP / ITIL
- 2011Expert / ITIL 2011 Intermediate Certified SIAM Foundation / ArchitectCertification
- GoodKnowledge of ITSM Tools; ServiceNow Remedy HPSMetc.
- Capabilityto deliver ITILTrainings
- Excellentteam management skills and interpersonalskills
- Excellentpresentation skills verbal and written communication skills andfacilitationskills
- Gooddocumentation and process flow diagrammingskills
- Graduateor Postgraduate in Management / Engineering / Computersciences
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