Lead Service Analyst

1 week ago

Bengaluru, Karnataka, India GCOO Full time ₹ 20,00,000 - ₹ 25,00,000 per year
  • Deploy, execute and improve Information Technology infrastructure Library (ITIL) processes for the Business Process/ Business chain.

    •  Apply ITIL best-practices and methodologies. Propose changes to the existing processes and contribute to the evolution of new model/process.

    •  Accountable for production issues from incident occurrence, remediation to Root Cause Analysis (RCA) and follow-up and Publish Post Mortems. 

    •  Prepare, publish and monitor process documentation and process reports.

    •  Track, evaluate and drive process improvements and concerns. Monitor and correct process non-compliance.

    •  Generate Key Performance Indicator (KPI)s and Key Risk Indicator (KRI)s.

    •  Execute controls at defined time and accuracy.

    •  Lead the creation, implementation and monitoring of an effective governance with all the regional stakeholders.

    •  Perform trend analysis and suggest improvements on innovation and modernization.


•  Follow-up on end-to-end Business process / Business chain.

•  Focus on SLA definition, Review, Monitoring and Reporting of all critical processes.

•  Strengthen business chain monitoring in co-ordination with Production chapters.

Experience Req\: 6 to 9 Years

Experienced at managing escalations and Problem Managment.

Managing the stakeholder meetings with appropriate analysis on the trend, proactive measures and post incident reviews & all aspects of Problem Management.

Environment

"We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status"

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