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ITSM Expert

CC Staffing International
10 - 20 Years
Not Specified

Job Description

• As a cross functions lead, act as a single point of contact for the execution of ITIL Processes like incident management, problem management, change management, etc.
• Implement & contribute with other divisions to achieve ISO 20000, 27001
• Capable to connect, update and manage discussions with the customer for all in-scope infrastructure related technical services Networking, Servers, VMware, Storage ...etc.
• Capable to drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the technical towers
• Lead the ITIL Process resources to achieve the Process KPIs and Service level targets
• 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
• Ensuring the Process adherence, meeting the quality norms of the customer
• Driving the internal audits, define and drive service improvement programs based on the external audit findings
• Report the Customer on all Process areas as per the Contractual agreements (SLCs)
• Manage IT Operation Management staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance
• Analyze IT Operation Management costs, value and risks of IT Services to advise management and suggest actions
• Maintaining consistent service availability across all IT Operation Sites by implementing disaster recovery, fault tolerance plans, reliable backups for all systems and connections
• Manage cross Service Lifecycle analysis, management and integration
• Design & development of Operation Plan, Operation Schedule, Standard Operation Processes, SLAs & Service Catalog as per the Operation Contract
• Maintain process maturity and CSI at prescribed levels

Additional Requirements:
• 10 - 15 YEARS Experience in ITSM practice in managing various ITIL process roles Incident manager, Problem manager, Change manager, Asset and Configuration manager…etc.
• ITIL 2011 Expert Certified, Knowledge of ITSM Tools
• Capability to deliver ITIL Foundation & Intermediate Training
• Excellent team management skills and inter-personal skills
• Excellent Presentation skills, verbal and written communication skills and facilitation skills
• Good documentation and process flow diagramming skills
• Graduate in Management / Engineering / Computer sciences

About Recruiter

Functions : Human Resources

Industries : IT/Computers - Software, Real Estate

Skills/Roles I hire for: IT

level Hiring For: Junior Level, Mid Level, High Level, Top Management

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