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9 hours ago
Sr Technical Lead-Cloud & Infra Engg
Area(s) of responsibilityResponsibilities:
- Provide expert guidance and consulting services in ITSM practices, focusing on incident management, problem management, and overall service delivery improvement.
- Collaborate with stakeholders to analyze existing processes, identify gaps, and develop strategies to enhance efficiency, effectiveness, and customer satisfaction.
- Implement industry best practices and frameworks such as ITIL (Information Technology Infrastructure Library) to optimize IT service delivery and support.
- Work closely with subject matter experts (SMEs) to oversee and coordinate the execution of incident management and problem management activities.
- Conduct regular reviews and audits of incident and problem management processes, identifying areas for improvement and implementing corrective actions.
- Prepare comprehensive reports and presentations on ITSM performance, including incident and problem trends, key metrics, and recommendations for improvement.
- Engage with senior leaders and stakeholders to provide updates, discuss challenges, and gather requirements for ITSM initiatives.
- Utilize project management skills to plan, execute, and monitor ITSM-related projects, ensuring timely delivery and adherence to budget and quality standards.
- Stay updated with industry trends, emerging technologies, and best practices in IT service management, incident management, and problem management.
- Mentor and train team members on ITSM processes, tools, and methodologies to promote knowledge sharing and professional growth.
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