Cross Functional Lead L1

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Job Description:
ÃÂÂ As a cross functions lead you should act as a Single point of contact for the execution of ITIL Processes like incident management problem management change management etc. designed for a single Customer or as per SIAM framework in Multi-vendor Environment
ÃÂÂ Capable to connect update and manage discussions with the Customer and other Service providers / Vendors for all in-scope infrastructure related technical services viz. Networking Servers VMware storage.
ÃÂÂ Capable to drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the technical towers
ÃÂÂ Lead the ITIL Process resources to achieve the Process KPIs and Service level targets.
ÃÂÂ Act as a crisis manager during the occurrence of critical incidents guide Pro-active problem management address critical issues to avoid change failures ensure up-to-date maintenance of CMDB achieving the Availability and capacity targets
ÃÂÂ Ensuring the Process adherence meeting the Quality norms of Wipro and the Customer
ÃÂÂ Driving the internal audits define and drive service improvement programs based on the external audit findings
ÃÂÂ Report the Customer on all Process areas as per the Contractual agreements.

Experience/Skills:
ÃÂÂ 10 - 14 YEARS Experience in ITSM practice in managing various ITIL process roles viz. Incident manager Problem manager Change manager Asset and Configuration manager.
ÃÂÂ ITIL V4 MP / ITIL
ÃÂÂ 2011 Expert / ITIL 2011 Intermediate Certified SIAM Foundation / Architect Certification
ÃÂÂ Good Knowledge of ITSM Tools; ServiceNow Remedy HPSM etc.
ÃÂÂ Capability to deliver ITIL Trainings
ÃÂÂ Excellent team management skills and inter-personal skills
ÃÂÂ Excellent Presentation skills verbal and written communication skills and facilitation skills
ÃÂÂ Good documentation and process flow diagramming skills
ÃÂÂ Graduate or Postgraduate in Management / Engineering / Computer sciences