Job Description

Role & responsibilities Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies to ensure the quality of operations. Develop and implement IT service management strategies aligned with business goals. Plan and manage the IT service portfolio to ensure it meets current and future needs. Design new IT services or modify existing ones to improve quality and efficiency. Ensure that service designs are consistent with architectural standards and business requirements. Manage the transition of new or changed services into the operational environment. Ensure that IT services are delivered effectively on a day-to-day basis. Implement and oversee incident and problem management processes to resolve issues promptly. Driving the efficiency and effectiveness of the incident/problem management process track and ensure KPI adherence Identify opportunities, implement best practices and process improvements to enhance service delivery. Manage relationships with third-party service providers to ensure they meet agreed service levels. Monitoring of the tickets from service providers(providers), improve quality and suggest process improvements. Responsible to deliver Customer/Management reporting as per the agreed timelines. Ensure IT services comply with relevant legal, regulatory, and security requirements. Responsible for quality review and adherence for operations team. Coordinating interfaces between incident management and other service management processes. Assurance of application operations according to agreed SLAs - Incident, problem and change management. Constantly review incidents, Service requests ; to identify trends and opportunities for improvements Establish tools to improve the efficiency of the run processes as required. KMDB- Knowledge Management data base, Training the new joiners on incident/problem mgmt. Reporting (HRIT Cloud & HR Portal) (Ad hoc & Recurring) ARA (asset risk assurance) & DORA Audit for Cloud Integration, Data Loader & Qualtrics SPM (Service Portfolio Management) demand related activities for Phenom & Cloud Integration onboarding HR Portal Decommissioning SPM demand and related activities Preferred candidate profile University degree (Bachelor or equivalent) ITIL Service Management Reporting, Data Analytics JIRA and Confluence MS Office Suite Excellent communication and presentation skills. Perks and benefits