ITSM_Vishwa

Role: Technical Specialist Cloud & Infra 4C.

Service Management Job Description:

Positions typically require 2-6 years of experience in a service management & ITSM-related role such as customer service representative or technician.

Key Responsibilities:

• Managing the Incident Management Process.
• Strong communication skills demonstrated by facilitating high severity incidents technical bridge call.
• Responding to a reported service incident identifying the team members required to attend the troubleshooting call and follow the Incident management process.
• Act as a primary point of contact for incident escalations coordinating and directing resources to address critical incidents promptly.
• Ability to lead Crisis and Conflict management.
• Maintain SLA during the management of the incident.
• Capturing the lesson learned to help improve the incident response process.
• To make sure Critical incidents are addressed within SLA response and communication are sent out for such incidents in defined timeline.
• Performing audits on ticket quality and handling escalated cases.
• Provide information about incident analysis. Measure monitor and work to drive down incident levels.
• Ensure that misdirected incidents are being managed properly in a timely manner.
• Establish strong relationships with internal and external stakeholders.
• During the Major incident you will be responsible for communicating relevant information to the correct stakeholders.
• Follow up on all major incidents and assure that root cause is being analysed and resolved.
• Strategic improvement initiates optimizing processes.
• Knowledge on industrys best practice framework process and tool knowledge.
• Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
• Support the design development delivery and management of communications.
• Conduct impact analyses assess change readiness and identify key stakeholders.
• Complete change management assessments
• Identify analyse and prepare risk mitigation tactics
• Support and engage senior leaders
• Integrate change management activities into project plan
• Manage stakeholders
• Define and measure success metrics and monitor change progress
• Support change management at the organizational level & manage the change portfolio

Must have Skills:

• Strong interpersonal and communication skills with the ability to effectively interact with customers and address their needs.
• Excellent in English both written and spoken.
• Good facilitating and coordination skills
• Addressing customer inquiries resolving issues and ensuring a positive customer experience.
• Assisting with the implementation and maintenance of service processes including incident management and problem resolution
• Assisting with the implementation and maintenance of service processes including incident management and problem resolution.
• Collaborating with service staff and providing support for their daily tasks
• Tracking service metrics analysing data to identify areas for improvement and preparing reports for management.
• Contributing to the development and implementation of new service processes and procedures.
• Familiarity with relevant tools and technologies used in service management such as CRM software or service desk applications.
• Ability to work effectively in a team environment and collaborate with other departments.
• With more experience individuals can advance to roles with more responsibility such as service coordinator or service specialist.
• Hands on with service management principles and best practices such as ITIL.
• Should have working & hands on knowledge on ITSM tools like ServiceNow Remedy etc along with functionality of creating & running reports directly from the tool.