Service Management
3 weeks ago
Job Title: Service Management
Location: Chennai (SIPCOT IT PARK, Siruseri)
Terms: Permanent / Contract
Timing: 9Hr day (Morning & Afternoon shift – UK business hours)
Experience-8 to 12yrs
About Role: IT Service Management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. As part of the Service Management team under the ITIL v3 framework, the associate liaises between the Customer and Technical Support teams. The associate will report to the Service Delivery Manager.
Responsibilities:
Perform Change, Problem, Request and Service Level Management tasks
Prepare Change, Problem, Workorder and SLA reports
Analyse trends and perform Continual Service Improvement tasks
Liaise with Customer on Daily / Weekly status of service over Calls /Mails
Coordinate with Technical Support teams
Process KT to Technical Support teams
Liaise with SDMs / PMO during internal audits and reviews
Requirements:
ITIL v3 Foundation certified (minimum)
Good communication skills
MS Office suite expertise (Excel, macros)
Familiarity with BMC Remedy tool (or equivalent)
Previous work experience preferred (Monitoring, SD, IM/CM/PM/SLM/CSI)
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