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IT Infrastructure Service manager

IT Infrastructure Service manager

Eurofins

7 - 12 years

15 - 20 Lacs

bengaluru

Posted:None| Platform:

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Skills Required

multitasking problem management change management itsm itil project management service management root cause analysis azure cloud servicenow incident management bmc agile service delivery management aws it infrastructure

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role
Responsibilities
As a part of GSC- NSC IT infrastructure Team you will support from ITSM SME point of view strategic and transformational initiatives, such as:

Development of IT organizations.

The Business-as-Usual Support.

Implementation, and design of support model for various Cloud based services for end users and applications.

Scope of your responsibility is covering all ITSM areas, your focus and actions will be driven by the business needs and may change over time. The key elements are:

Support of Service management organization and underlying processes- primarily Problem Management, Knowledge Management, IT Request Fulfilment and IT Service Catalogue Management but if needed also Change Management, Incident and Major Incident Management, Licence Management, Event Management, Configuration Management.

Independently drive various project related to setup or improvement of Service Mgmt. processes and organization.

Leading transition between ITSM ticketing tools including required process adjustments and setting up framework for Delivery Teams.

Be part of core team working on IT organization development.

On the need basis, hands-on support for ITSM process execution ("BAU support).

Stay open minded to accept other challenges coming from issues encountered by Service Management organization.

Key Responsibilities:

Problem Management:

Identify, analyse, and resolve recurring incidents and problems.

Conduct root cause analysis and implement corrective actions.

Maintain and update the problem management database.

Knowledge Management:

Develop and maintain a comprehensive knowledge base.

Ensure knowledge articles are accurate, up-to-date, and easily accessible.

Promote knowledge sharing and best practices across the organization.

Service Request Fulfilment:

Manage and coordinate the fulfilment of service requests.

Ensure service requests are completed within agreed SLAs.

Monitor and report on service request metrics and performance.

Support for Other ITIL Processes:

Assist in the implementation and improvement of other ITIL processes as needed (e.g., Incident Management, Change Management).

Collaborate with IT teams to ensure seamless integration of ITIL processes.

Provide training and support to staff on ITIL processes and best practices.

Requirements
An ideal candidate should have:

Strong 7+ years of experience in various Service Management roles in global organisations.

ITSM Ticketing tool knowledge (preferably BMC Helix and/ or ServiceNow).

Proven experience in ITIL process management, particularly in Service Request Fulfilment, Problem and Knowledge Management.

Excellent communication and interpersonal skills.

Self-motivation and get things done attitude.

Willingness to learn and attention to details.

Ability to work under pressure.

Demonstrated experience in driving complex ITSM projects/ tasks end to end and interdependently.

Collaborative team player.

Strong analytical and problem-solving skills.

Proficiency in ITIL tools and software.

Strong organizational and multitasking skills.

Below skills will be an advantage

ITIL Foundation certificate.

Service Delivery Management experience.

Continues Service Improvement experience.

IT experience and knowledge about Azure Cloud, M365, AWS.

Knowledge of Project Management methodologies.

Experience in working within Agile organisation.

What we offer

A permanent position.

The opportunity to gain increased areas of responsibility and personal (career) development.

Challenges within a multi-cultural and cross-regional team as part of the international and fast-growing Eurofins organisation.

A dynamic working environment with a good team spirit where personal development and growth are encouraged.

Working from home up to 40%.

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IT Infrastructure Service manager