Cross Functional Lead

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Job Description:

• As a cross functions lead, you should act as a Single point ofcontact for the execution of ITIL Processes like incident management,problem management, change management, etc. designed for a singleCustomer or as per SIAM framework in Multi-vendor Environment
• Capable to connect, update and manage discussions with theCustomer and other Service providers / Vendors for all in-scopeinfrastructure related technical services viz., Networking, Servers,VMware, storage.
• Capable to drive and collaborate with multiple stakeholders onday to day operations to bring in coordination across the technicaltowers
• Lead the ITIL Process resources to achieve the Process KPIs andService level targets.
• Act as a crisis manager during the occurrence of criticalincidents, guide Pro-active problem management, address critical issuesto avoid change failures, ensure up-to-date maintenance of CMDB,achieving the Availability and capacity targets
• Ensuring the Process adherence, meeting the Quality norms ofWipro and the Customer
• Driving the internal audits, define and drive serviceimprovement programs based on the external audit findings
• Report the Customer on all Process areas as per the Contractualagreements.

• Experience/Skills:

• 14 YEARS Experience in ITSM practice in managing various ITILprocess roles, viz., Incident manager, Problem manager, Change manager,Asset and Configuration manager.
• ITIL V4 MP / ITIL
• 2011 Expert / ITIL 2011 Intermediate Certified, SIAM Foundation/ Architect Certification
• Good Knowledge of ITSM Tools; ServiceNow, Remedy, HPSM, etc.
• Capability to deliver ITIL Trainings
• Excellent team management skills and inter-personal skills
• Excellent Presentation skills, verbal and written communicationskills and facilitation skills
• Good documentation and process flow diagramming skills
• Graduate or Postgraduate in Management / Engineering / Computersciences