Associate IT Service Management Specialist
Location
Secunderabad | India
Job description
The Data Intensity ITSM function is primarily responsible for the definition, adoption, enforcement and maturation of all operational policies, processes, procedures and tooling which govern the variety of IT services that are offered to customers.
Together With - Take command of the cross functional teams and controlling the remediation for all major incidents, demonstrating urgency appropriate for
- the severity of the issues
- Work with SME's to interpret key data points and facilitate the incident resolution efforts, including building out an incident action plan and executing the plan.
- Set clear incident resolution objectives (exit criteria) and ensure the cross functional teams clearly understand priorities and the focus areas.
- Stay across the remediation progress whilst managing any technical and business risks as they are identified.
- Manage customer expectations via agreed messaging channels (ie direct emails, attending customer bridges or through customer case notes)
- Document all key decisions, milestones and setbacks in the regular status updates and produce executive summaries as required.
- Operate as part of a 7x24 global team of Incident Commanders and ensure seamless handover of critical issues to other regions.
- Participate in post incident review discussions and provide input into the continuous service improvement workshops.
In Combination With - Experience Intermediate to an expert level of incident management, MIM, crisis management and/or Disaster Recovery experience (min, 1-4 years of experience depending on the scale of the operation)
- Knowledge of incident management best practice (min ITIL v3 Foundation) - what good looks like
- Strong operational and situational leadership skills
- Strong critical thinking, problem solving and decision-making ability
- Good communication skills (both verbal and written).
- Incident status report writing experience (executive level and rapid status reports)
- Works well in a dynamic changing environment and is comfortable with ambiguity.
- Experience in Cloud/SaaS environment would be highly regarded
- Bachelor's degree or relevant job experience.
- Flexibility to work in 12 hours shifts
You Are The Best Candidate If You Have - 2-year degree from University/College or equivalent experience.
- Bachelor's Degree preferred but not required.
- 1-2 years' experience in a similar role.
Our Benefits And Fun - 3 weeks of accrued vacation time per year
- Flexible working schedule
- Competitive Health Benefits
- Employee Recognition Program
Our application procedure Interested in this vacancy Click Apply and send us your resume immediately!
Details Location: Hyderabad, India
Position Title: Associate ITSM Specialist
Job tags
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