ITIL - Account Service Operations Sr Associate

3 weeks ago

Noida, Uttar Pradesh, India NTT DATA Services Full time

In this role, you are responsible for

  • Oversee, facilitates, and administers ITIL based service support on a 24x7 basis
  • Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management
  • Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness
  • Focus on Gaps and Process improvements
  • Suggest and share ITIL Best practices and help implement the same
  • knowledge in Cloud computing and Cloud Infrastructure automation.
  • Experience with one or more versions of ServiceNow ITSM
  • Adapts communication techniques for audiences at multiple internal and external levels      
  • Monitor alerts and manage Critical Incidents

Requirements:

  • 1 to 3 years of relevant experience or equivalent combination of education and work experience.
  • Strong understanding of ITIL processes and principals
  • Experience with handling multiple accounts
  • Knowledge of ITIL Tools
  • should have the basic knowledge of SQL Server.
  • Should have knowledge of scripting language like Javascript / JQuery.
  • Should have knowledge of Web API / Window Service / WCF.
  • Good to have knowledge on Azure/AWS/VMWARE virtual machine provisioning process.
  • Strong ability to create and document processes
  • Should have positive attitude and problem-solving skills.
  • Strong verbal and written communication skills
  • Competencies in conflict resolution, customer service, facilitation, executive presentation      

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