Cross Functional Lead - L1

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Job Description:
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
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.Capable to drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the technical towersLead 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 targetsEnsuring the Process adherence, meeting the Quality norms of Wipro and the CustomerDriving the internal audits, define and drive service improvement programs based on the external audit findingsReport the Customer on all Process areas as per the Contractual agreements.Experience/Skills:
10 - 14 YEARS Experience in ITSM practice in managing various ITIL process roles, viz., Incident manager, Problem manager, Change manager, Asset and Configuration manager.
ITIL V4 MP / ITIL2011 Expert / ITIL 2011 Intermediate Certified, SIAM Foundation / Architect CertificationGood Knowledge of ITSM Tools; ServiceNow, Remedy, HPSM, etc.Capability to deliver ITIL TrainingsExcellent team management skills and inter-personal skillsExcellent Presentation skills, verbal and written communication skills and facilitation skillsGood documentation and process flow diagramming skillsGraduate or Postgraduate in Management / Engineering / Computer sciences
Mandatory Skills: ITIL Cross Functional Service Management
Experience: 5-8 Years