56 Itil V3 Jobs - Page 2

Job Purpose Progress Rail is seeking a skilled ServiceNow developer. The developer is responsible for development of the ServiceNow platform, which supports IT service management to automate business processes. The role involves designing, configuring, developing, troubleshooting, and implementing baseline and custom applications to enhance the platform. A ServiceNow developer must also manage the platform to ensure stability and implement architectural changes when necessary. Job Description This position will be configuring within ServiceNow ITSM and CSM platforms as well as maturing in the ITOM and ITAM platforms. They will turn business and functional requirements into system solutions while working with the customer throughout the development lifecycle. They will also perform daily administrative tasks in support of the ServiceNow product and other tools/products used by the Office of Cybersecurity Services. Essential Functions include: Perform ServiceNow configuration and administration Workflow creation/modification Business Rules creation/modification UI policy/actions/page creation Form design and updates JavaScript writing Create/Configure notifications Configure user accounts, groups, and roles Creation of dashboards and reports Create/maintain system integrations Create/maintain system data imports/exports Design ServiceNow solutions that meet the needs of the business Creates test scripts and cases to assist customers with solution verification Creates release notes for work performed Other duties as assigned Technical Skill: 5-10+ years of ServiceNow administration/development experience ServiceNow Developer certification is preferred. ServiceNow Application Developer, ServiceNow Implementation Specialist or ServiceNow System Administrator is preferred Previous experience with SQL relational databases Previous experience with web services (SOAP, REST) Previous application testing experience ITIL V3/4 certification is preferred Previous experience using/supporting reporting tools is preferred JIRA usage and development a plus Responsible for identifying which Configuration Item (CI) types, CI attributes, and CI relationships are tracked in the CMDB Defines and documents the processes and procedures for creating and maintaining CIs and CI data Assists the Configuration Manager with audits and reports to ensure process compliance and the accuracy of the CMDB Evaluates requests for new CI classes, CI attributes, and CI relationship types Defines, creates, and monitors CI data health reports / dashboards and works with the CI Data Owners to resolve any issues Ensures the CI data is managed using the approved processes Manages the design, development, and implementation of process and / or CMDB enhancements Qualifications and Education Requirements Bachelors degree in CS, CIS, Math, MIS, or related Technology field Minimum 5 years direct experience on ServiceNow platform Strong multi-tasking, highly organized, detail oriented Strong process adherence Strong sense of urgency, perseverance, and the creativity to overcome obstacles Results oriented Fluent in written and spoken English

Role & responsibilities Experienced ServiceNow professional with a successful recent track record of implementing ServiceNow solutions specifically ITSM, ITOM and SAM. Candidates will be experienced in leading ServiceNow engagements end to end, In addition, the successful candidate(s) will be responsible for, but not limited to, the following duties: Develop and customize ServiceNow applications, focusing on IT Asset Management, Hardware Asset Management, and Software Asset Management. Collaborate with the architecture team to design and implement effective solutions that meet client requirements. Optimize and maintain existing ServiceNow applications for performance and scalability. Lead code reviews and enforce best practices in ServiceNow development. Provide technical guidance and mentorship to junior developers. Develop integrations with other business systems and applications. Troubleshoot and resolve complex technical issues in the ServiceNow environment. Stay abreast of new ServiceNow features and technologies, incorporating them into solutions as appropriate. Communicate technical problems and solutions to both technical and non-technical audiences. Ability to convey complex technical concepts in understandable business terms Consults with business analyst/project manager to develop appropriate technical solutions. Document and gain acceptance / approvals of selected final solutions. Execute technical solutions in capacity as a Sr. consultant. Contribute to the development of Fujitsu IP solutions in ServiceNow. Skills and Experience Requirements: Bachelor's degree with at least 5 years of ServiceNow design and development experience Development experience on the ServiceNow platform including customization of applications such as ITAM, ITSM, custom apps and SAM. Experience developing ServiceNow solutions and technical design documents from business requirements. Experience configuring ServiceNow Discovery and Service Mapping including set-up of MID servers. Experience with implementation of custom integrations (REST/SOAP, Flow Designer, Data Stream, Scripted REST API) Experience developing, implementing, and maintaining large-scale applications and systems. At least two full lifecycle ServiceNow implementations in the role of a lead consultant. Must have strong requirements gathering experience. Programming expertise in Java, JavaScript or other functional programming languages Demonstrated understanding of ITIL practices Excellent written and oral communication skills. Skills and Certifications ServiceNow certifications - Service Now System Administrator, Certified Implementation Specialist is must and preferred in ITSM and ITOM Product lines ITIL v3 certification Excellent analytical and problem-solving skills Excellent verbal and written communication skills Strong presentation development and Customer Presentation skills Successful teamwork experience & demonstrated leadership abilities

Overview We are seeking a highly skilled IT Catalogs Product Manager with a strong consulting and functional background to lead the strategy, development, and optimization of IT Service Catalogs. The ideal candidate should have 8-10 years of experience in IT Service Management (ITSM), ITIL frameworks, and ServiceNow platform expertise. This role requires a blend of technical acumen, strategic thinking, and stakeholder engagement skills to ensure seamless IT service delivery. Responsibilities Product Ownership & Strategy Drive the IT Service Catalog roadmap, aligning with enterprise ITSM strategies. Ensure the Service Catalog meets business needs and enhances user experience, automation, and efficiency. Collaborate with business units, IT teams, and stakeholders to understand service requirements and optimize catalog offerings. Act as a subject matter expert (SME) on IT Catalogs, providing guidance on best practices and frameworks. Work closely with business leaders, IT teams, and service owners to refine and improve IT services. Work with cross-functional teams to design, implement, and enhance Service Catalog solutions in ServiceNow. Qualifications 8-10 years of experience in IT Service Management (ITSM) and Service Catalog management. Strong expertise in ITIL framework (ITIL v3 or v4 certified preferred). Hands-on experience with ServiceNow ITSM, Service Catalog, and Request Management. Functional expertise in IT Service Design, Workflow Automation, and Process Optimization. Proven ability to define catalog structures, SLAs, workflows, and automation solutions. Experience in consulting, stakeholder management, and business process reengineering. Strong understanding of enterprise IT landscapes, integrations, and self-service enablement. Excellent analytical, communication, and leadership skills.

Responsibilities: * Manage incidents from detection to resolution using ITIL processes. * Collaborate with cross-functional teams on problem analysis and root cause identification. Work from home Provident fund

Interested Candidate can apply using below link: Link: - https://www.jobs.global.fujitsu.com/job/ServiceNow-Multi-Skills-Senior-Technical-Consultant-2087/2087-en_US/ Role and Accountabilities: This will suit an experienced ServiceNow professional with a successful recent track record of implementing ServiceNow solutions specifically ITSM and ITOM. The ideal candidate will want to prove themselves quickly to get a reputation for success in this large and passionate organization. Candidates will be experienced in leading ServiceNow engagements end to end, candidates will be responsible for, but not limited to, the following duties: Providing hands-on ServiceNow related design and development expertise, supporting a range ServiceNow based consulting initiatives. Work closely with a team of architects, SMEs, process consultants in end to end implementations Migration of data and process from legacy tools to ServiceNow, such as BMC Remedy. Configure and build integrations with SCCM, SCOM, SAP, Workday, etc. Configure and develop enhancements on the ServiceNow platform to meet business needs for modules - ITSM and ITOM. Set up ITOM Discovery, schedules, configure CMDB health dashboard, health metrics, etc. Define business problems/opportunities with constraints, goals, budgets and timelines. Communicate technical problems and solutions to both technical and non-technical audiences. Ability to convey complex technical concepts in understandable business terms Consults with business analyst/project manager to develop appropriate technical solutions. Document and gain acceptance / approvals of selected final solutions. Execute technical solutions in capacity as a Sr. consultant. Contribute to the development of Fujitsu IP solutions in ServiceNow. Coach and advise other Developers. Qualifications Skills and Experience Requirements: Bachelor's degree with at least 5 years of ServiceNow design and development experience Development experience on the ServiceNow platform including customization of applications such as ITOM, ITSM and custom apps. Experience developing ServiceNow solutions and technical design documents from business requirements. Experience configuring ServiceNow Discovery and Service Mapping including set-up of MID servers. Experience with implementation of custom integrations (REST/SOAP, Flow Designer, Data Stream, Scripted REST API) Experience developing, implementing, and maintaining large-scale applications and systems. At least two full lifecycle ServiceNow implementations in the role of a lead consultant. Must have strong requirements gathering experience. Programming expertise in Java, JavaScript or other functional programming languages Demonstrated understanding of ITIL practices Excellent written and oral communication skills. Skills and Certifications ServiceNow certifications - Service Now System Administrator, Certified Implementation Specialist is must and preferred in ITSM and ITOM Product lines ITIL v3 certification Excellent analytical and problem-solving skills Excellent verbal and written communication skills Strong presentation development and Customer Presentation skills Successful teamwork experience & demonstrated leadership abilities

Your Role As a lead or managing independently designing, developing and implementing deliverables, conducting research and performing analysis. A Senior Service Management Consultant can be a member of a team, leading the team, assisting the lead or working independently. Must knowledge/experience with Incident, MIM, Service Request, Problem, Change management and SLA reporting. Your Profile 4-12 years of service management ITIL v3 Certified (foundation as a minimum, manager or expert level desirable) Strong verbal and writing skills in order to effectively communicate information to clients and internal team members Awareness of a number of service management tools such as BMCs IT Service Management (ITSM, Remedy) Apart from these, other critical area is CMDB / Asset Management / SCAM What will you love working at Capgemini Working with clients across industries and geographies provides rich exposure to varied ITSM practices and challenges. The focus on KPIs, SLAs, and CSAT ensures a performance-driven environment. Theres a strong culture of ownership and accountability. Capgemini encourages the use of AI, RPA, and analytics in service management, which keeps the work exciting and future-focused. Location - Bengaluru,Mumbai,,Pune

1) Job Purpose Fault management for Multivendor Multi technology IP network Responsible for quick restoration of P1/P2 incidents within SLA by applying suitable work around/solution. Ensure timely management escalations for all P1/Special incidents as per process and regular update 2) Key Accountabilities / Key Result Areas (Max 5) Manage, troubleshoot & restore faults across multi vendor multi technology IP networks Able to understand the overlying services Voice, Data and other services and their architecture Able to manage ISP and CORE IP network Comply with internal systems, procedures and processes and ensure that the team comply with industry standards and best practices like ISO20K, ISO27K 3) Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5) Competencies Description Technical skill evolution: Should have 10+ Years of Telecom experience with minimum 5+ in Incident/Fault Management in IP Should have knowledge of routing and switching protocols like BGP, ISIS, Data centre technologies (SDN, VxLAN), OSPF, HSRP, VRRP etc across CISCO, Juniper, NOKIA etc. Should have strong knowledge of IP Network Architecture with services Excellent Communication and Coordination skills, confident and structured when dealing with conflict Experience in managing major incidents with good understanding of business and service impact. Demonstrate effective stakeholder engagement Operational Skill: Able to handle multiple outages at same time with coordination with relevant stakeholders Strong interpersonal & verbal communications with good written skills. Ability to manage shifts, Calm under pressure, Good problem-solving techniques and Customer focused Able to take responsibility and motivate team members in difficult or stressful situations Digital DNA Should identify automation opportunity and implement it. Process enhancement Should understand industry standard process and framework like ITIL & ISO. Should be able to improve and implement the current INM process Familiar with ISO 27001 & the process of ISO 20000 audit and compliance Always follow HSW rules Core Competencies, Knowledge Professional Qualifications Candidate must possess engineering Bachelors Degree, Post Graduate Diploma, Professional Degree in Information Technology or equivalent Must have foundation qualification in ITIL V3 4) Key Performance Indicators Ability to efficiently and effectively perform the technical requirements with troubleshooting, problem solving, and analytical skills Ability to prioritize work with a sense of urgency and manage issues /escalations to consistently provides high quality and standardized professional services Ability to work independently with a significant attention to detail & Ability to work under pressure. Ability to manage shifts, Calm under pressure, Conscientious with a strong sense of pride and accountability, Good problem solving techniques and Customer focused

Shift Timings: 24*7 Rotational Shifts About Us (Ensono) Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize todays systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago. We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications whether its public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning. Job Summary The Senior IT Process Analyst oversees, and advances change management processes, ensuring compliance, effective stakeholder collaboration, and continual process improvement. This role leads key meetings, delivers training, manages documentation, and provides expert guidance to drive operational excellence in IT Service Management. Duties and Responsibilities Perform comprehensive evaluations of Requests for Change (RFCs), ensuring strict adherence to established change enablement frameworks and best practices. Oversee the maintenance and continual improvement of change records within ServiceNow and provide expert support for related IT Service Management (ITSM) modules. Lead cross-functional collaboration with stakeholders, facilitating effective communication, gathering comprehensive input, and aligning implementation strategies for IT changes. Lead Change Advisory Board (CAB) and Post-Implementation Review (PIR) meetings, fostering executive visibility and robust accountability. Design and implement training programs to elevate change management maturity across teams and stakeholders. Develop, manage, and maintain knowledge base articles, process documentation, and policy materials to support consistent change practices. Conduct comprehensive internal and external audits, ensuring ongoing compliance and continuous process improvement. Facilitate client engagement during onboarding and go-live phases to ensure change processes are clearly aligned and adopted. Create and present executive dashboards and reports that highlight key trends, risks, KPIs, and opportunities for service improvement. Act as a subject matter expert and mentor to associates, fostering knowledge transfer and professional growth within the team. Lead major projects and process enhancements, supporting organizational change initiatives and business transformation. Conduct thorough analyses of change failures and implement root cause remediation strategies to enhance overall change success rates. Qualification and Skills: Required Bachelor's Degree and 6 to 10 years of relevant work experience ITIL 4/V3 Certified. Intermediate ITIL Certifications preferred. ServiceNow, and ITIL process governance. Strong leadership and stakeholder management skills. Proven experience in driving process improvement and audit compliance.

Shift Timings: 24*7 rotational shifts About Us (Ensono) Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize todays systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago. We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications whether its public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you dont feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning. The IT Process Analyst supports and improves IT service management processes, ensuring effective change enablement, fostering stakeholder collaboration, and driving ongoing process enhancements. This role leverages industry tools and frameworks to boost efficiency, maintain compliance, and help achieve organizational goals. Duties and Responsibilties Perform comprehensive evaluations of Requests for Change (RFCs), ensuring strict adherence to established change enablement frameworks and best practices. Oversee change workflows using ServiceNow, managing scheduling and mitigating any conflicts that arise. Facilitate collaboration between technical and business teams to guarantee the smooth implementation of changes. Lead and participate in Change Advisory Board (CAB) meetings and conduct Post Implementation Reviews (PIRs) to capture and apply lessons learned. Deliver process-related training to support teams, addressing recurring challenges and fostering compliance. Utilize dashboard tools such as ServiceNow or Power BI to track key performance indicators, monitor trends, and identify pain points within the process. Maintain and update knowledge articles and process documentation within the organization’s document management systems. Support internal audits and contribute to external audit preparedness for change management processes. Recommend and drive the adoption of best practices to enhance change success rates and minimize operational disruptions. Qualification and Skills Required Bachelor’s Degree and 4 to 6 years of relevant work experience ITIL 4/V3 Certified. Proficient in ServiceNow and ITIL-based change management. Strong analytical skills for KPI tracking and dashboard creation. Experience in stakeholder communication and cross-functional collaboration.

Who We Are At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities. The Role Have you been wanting to get into IT but don’t have tech experience, this could be your gateway. Do you love how it feels to help someone solve a problem? Want a chance to see lots of career options up close before you choose your path forward? Then there’s a good chance you’ll love being a Service Management Specialist – IPC at Kyndryl. Being great in this job is less about your resume and more about your personality. We are looking for friendly, helpful, and empathetic people who have an interest in technology but not necessarily tech experience. As a Service Management Specialist – IPC, you’ll be the face and voice of Kyndryl, helping customers solve their problems every day. A Service Management Specialist – IPC combines the know-how of tech support with problem solving and customer service, so bring your people skills and we’ll teach you the rest. It’s a fun and fast-paced role where you’ll start learning and contributing right away. The first month, you learn the ropes and get set up with one client on production. Soon, you’ll be multi-tasking and providing interactive solutions (chat, email, MS Teams) while treating our customers to concierge-level care. You will also work with back-office teams to handle escalations. This is your chance to work alongside senior co-workers who will share their knowledge. As you interact with many different people on a variety of problems, you’ll grow your experience, skill, and grasp of what other job roles do. In addition, there are plentiful opportunities to find and work with mentors. You can become an expert with Microsoft 365, especially Excel, and get trained on a variety of different platforms. And you can earn certifications including Google Cloud, Azure, Microsoft, etc. In fact, the learning opportunities are what most people like best about this role. It’s fun, challenging, and fast-paced – you definitely won’t be bored! Key Responsibilities include: Incident Management: Coordinate and drive resolution of major and high-priority incidents. Ensure timely communication and updates to stakeholders during incidents. Monitor incident queues and ensure SLA adherence. Perform trend analysis for recurring incidents. Problem Management: Conduct root cause analysis (RCA) for critical incidents. Initiate and manage Problem records through to resolution. Work with technical teams to define permanent fixes and preventive measures. Track known errors and ensure knowledge base updates. Change Management: Evaluate, review, and coordinate Change Requests (CRs). Conduct Change Advisory Board (CAB) meetings. Ensure change documentation is complete and risk assessments are performed. Monitor change success rate and adherence to the change calendar. Process Governance & Reporting: Ensure compliance with IPC policies and procedures. Identify process improvement opportunities. Prepare and share regular reports on IPC metrics (KPIs, trends, etc.). Train teams and provide guidance on process adherence. Your future at Kyndryl This is a true “start here, go anywhere” opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles. Who You Are Job Qualifications You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others. Required Skills and Experience Strong understanding of ITIL processes, especially IPC. Hands-on experience with ITSM tools (e.g., ServiceNow). Ability to analyze data and generate actionable insights. Strong documentation and stakeholder communication skills. Experience in driving root cause analysis and continuous improvement. Capable of handling bridge calls and crisis coordination. 4 to 6 years in an ITSM/Service Management role. Experience in managing IPC processes in a mid-to-large scale enterprise. Exposure to managing IT services in an ITIL-based environment. Bachelor's Degree. Preferred Skills and Experience ITIL v3/v4 Foundation (mandatory) Intermediate ITIL Certifications (Service Operation / CSI) – an advantage Any additional certification in Problem or Change Management (preferred) Being You Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way. What You Can Expect With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed. Get Referred! If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.

Education Requirements : BE, B.Tech in IT/CS/ECE, BCA, BSc CS and MCA Certification : Any ITSM Certification/CEH Job Summary: We are seeking an experienced ITSM and CIS Benchmarking Specialist to drive service management excellence and ensure systems are hardened according to industry best practices. The ideal candidate will have deep knowledge of ITIL-based ITSM practices and hands-on experience applying CIS Benchmarks for endpoint and server security compliance. Key Responsibilities: ITSM: Oversee the implementation and continuous improvement of ITSM processes aligned with ITIL framework (e.g., Incident, Change, Problem, Asset, and Configuration Management). Ensure accurate and timely incident/ticket management via ITSM tools (e.g., ServiceNow, BMC Remedy, Freshservice). Develop ITSM dashboards and reports to track SLAs, service availability, and operational KPIs. Collaborate with technical and business teams to streamline service workflows and automate manual tasks. Provide training and guidance on ITSM processes across teams. CIS Benchmarking: Perform security baseline assessments of servers, endpoints, and cloud environments using CIS Benchmarks . Coordinate with IT infrastructure and application teams to implement and validate CIS hardening steps. Use tools such as CIS-CAT Pro , SCAP , Tenable , or Qualys for benchmark scanning and reporting. Maintain a central repository of system configurations, benchmark reports, and deviation justifications. Support internal and external audits by providing CIS compliance evidence and remediation plans. Required Skills and Qualifications: 5+ years of experience in implementing and managing ITSM processes and tools. 5+ years of experience applying CIS Benchmarks across Windows, Linux, databases, or cloud platforms. Strong understanding of ITIL v3 or v4, with certification preferred. Familiarity with endpoint/server hardening, system configuration management, and patching. Experience using configuration and compliance management tools (e.g., Ansible, Chef, SCCM, GPO). Ability to document policies, procedures, and control deviations. Preferred Qualifications: ITIL Foundation or Practitioner certification. Experience in audit/compliance functions, particularly in regulated industries (BFSI, healthcare, government). Familiarity with ISO 27001, NIST 800-53, or other security frameworks.

Implement and manage ITIL-based processes for IT service delivery Handle Incident, Change, and Problem Management activities Coordinate with cross-functional technical teams to ensure service Analyze recurring issues and drive root cause analysis Required Candidate profile Assist in maintaining the ITSM platform (e.g., ServiceNow, BMC Remedy) Prepare reports and dashboards on SLA adherence Identify areas of improvement in IT processes Support audits and compliance Perks and benefits Perks and Benefits

Location/s: Bengaluru Relocation supported:Not supported, but internal applications are welcome Recruiter contact: Supriya Yadavalli The IT Process Specialist works with a global team to lead documentation strategy efforts Their primary responsibilities include developing and maturing IT documentation, as well as enhancing systemic processes They are tasked with creating structured and professional corporate documents that meet high-quality standards and adhere to best practices They will design and implement a continuous programme to actively engage with IT teams, collecting insights and feedback to advance the development, maturity, and governance of IT documentation This involves aligning documentation with systemic processes and consistently identifying opportunities for improvement They will cultivate a culture of high-quality documentation and continuous improvement within IT, ensuring quality assurance and the delivery of documentation that adheres to industry standards and regulatory requirements This role requires exceptional research skills, meticulous attention to detail, and excellent writing abilities to convert complex technical concepts into clear, concise, and user-friendly content Additionally, the IT Process Specialist must possess a solid understanding of IT Service Management (ITSM) processes and be well-versed in systematic processes within ITSM tools and technical systems to effectively create and manage documentation that supports the IT group Key Duties And Responsibilities Include Collaborate with key stakeholders to gather requirements for the development and delivery of IT Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) Identify and assess gaps in current process documentation templates to develop a comprehensive set of standardised templates, including process documentation, work instructions, process flow charts, IT support models, IT playbooks, system architecture diagrams, technical documentation, and IT Service Improvement plans Ensure all documentation is maintained to high standards and adheres to best practices Evaluate existing processes to pinpoint areas for improvement, enhancing efficiency and compliance Develop and deliver training materials and sessions to empower IT teams, fostering a culture of excellence and embedding documentation practices within the group to ensure proficiency and expertise Cultivate a culture of continuous improvement by proactively soliciting feedback and implementing changes to enhance documentation quality and effectiveness Ensure all documentation is stored and structured in Managed Documents within ServiceNow, overseeing the ownership of documents by IT service owners, with a focus on improving the maturity of the module Develop and maintain reporting metrics in ServiceNow Performance Analytics to measure the effectiveness and impact of documentation initiatives Conduct regular audits and reviews of documentation to ensure accuracy, relevance, and compliance with industry standards Ensure all documentation is stored in accessible, organised repositories managed in ServiceNow Track and analyse how documentation is utilised within the group to identify areas for improvement and ensure it meets evolving needs Enhance the maturity of systematic processes by assessing current procedures in ServiceNow, identifying potential enhancements, and leading initiatives to implement these improvements Identify and assess risks associated with IT processes and propose effective mitigation strategies Promote process excellence by researching industry best practices and exploring new functionalities within ServiceNow to improve, automate, and optimise processes Essential Candidate Specification: Experience in technical writing and the development of professional documentation Strong ability to conduct thorough research and gather relevant information Attention to Detail in ensuring accuracy and quality in documentation Proficient in translating complex technical concepts into clear, concise, and user-friendly content Solid knowledge of ITSM processes and familiarity with ITSM tools and technical systems Experience in using documentation tools and software, particularly ServiceNow Ability to manage multiple documentation projects and initiatives simultaneously Capability to analyse existing processes and identify areas for improvement Strong ability to engage with stakeholders and collaborate with various departments Experience in developing and delivering training materials and sessions Commitment to fostering a culture of continuous improvement Desirable Proficiency in ServiceNow Performance Analytics or similar ITSM tools Experience in automating and optimising processes using ServiceNow or other tools Skills in managing and leading change initiatives within global IT functions ITIL v3 or ITIL 4 Personal Attributes Highly self-motivated and directed Ability to think creatively and propose innovative solutions to improve ITSM processes Ability to adapt to changing technologies and business environments Strong team player who can work effectively with various departments globally Strong focus on understanding and addressing customer pain points Strong presentation, facilitation, and leadership skills to engage with senior management and stakeholders Ability to balance demands and priorities and think clearly under pressure Good analytical skills and attention to detail to identify discrepancies and drive them to closure Proactive in identifying opportunities for improvement and driving change We Can Offer (subject To Companys Policy) Agile and safe working environment Competitive annual leave and sick leaves Group incentive scheme Group term life insurance, Workmens compensation and Group medical insurance coverage Short and Long-term Global employment opportunities Global collaboration and knowledge sharing Digital Innovation and Transformation Equality, diversity and inclusion We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute Agile working At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments We embrace agility, flexibility and trust Location(s): Bengaluru, KA, IN Newcastle Upon Tyne, GB Contract Type: Permanent Work Pattern: Full Time Market: Various Discipline: Information technology Job Ref: 8715 Recruiter Contact: Supriya Yadavalli

Location/s: Bengaluru Relocation supported:Not supported, but internal applications are welcome Recruiter contact: Supriya Yadavalli Working as a Desktop Services analyst you will be responsible for handling escalations from our first line team Speedy and intelligent resolution of IT incidents is the key to ensuring that Mott MacDonald can deliver on its promises to its clients you will be directly helping to us to make the world a better place to live in Key Duties And Responsibilities Include Provide support for employees their hardware, software and peripherals Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication Provide clear updates in the IT Service Management Tool (Service Now) to enable us to work seamlessly across teams and time zones to provide a frictionless experience for our employees Continually update the knowledge base to reduce resolution times for future incidents Identify problems through analysing incident patterns and suggest enhancements to continually improve our services Understand the critical needs of the business and escalate urgent issues to minimise the impact to the business and employee productivity Ensure the IT solutions we deliver comply with Mott MacDonald standards, policies and any regulation; this includes adhering to our internal governance Essential Candidate Specification: Knowledge of endpoint hardware, networking, and hosting concepts, experience in providing support on Windows 10 or Windows 11, Office 365 services, Teams, and remote support Strong verbal and written English communication skills Experience in using Service Now or other ITSM systems Exceptional customer service skills Experience in a service desk support role, ideally working to SLAs Desirable Graduate or equivalent qualification in IT related discipline Knowledge of ITIL Service Management best practices, ITIL V3/V4 Experience in handling issues related to permissions, security, access, active directory Experience of working in a global organisation Experience of SCCM and/or Intune exposure Microsoft Azure Certification Microsoft 365 Certification Personal Attributes Passionate about technology and learning Ability to balance demands and priorities and think clearly under pressure Attention to detail and a focus on quality Excellent conflict resolution, communication, and collaboration skills Logical and analytical approach to solving problems We Can Offer (subject To Companys Policy) Agile and safe working environment Competitive annual leave and sick leaves Group incentive scheme Group term life insurance, Workmens compensation and Group medical insurance coverage Short and Long-term Global employment opportunities Global collaboration and knowledge sharing Digital Innovation and Transformation Equality, diversity and inclusion We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute Agile working At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments We embrace agility, flexibility and trust Location(s): Bengaluru, KA, IN Contract Type: Permanent Work Pattern: Full Time Market: Various Discipline: Information technology Job Ref: 8756 Recruiter Contact: Supriya Yadavalli

Title : Production Support Responsibilities: The company is looking for an engineer with a passion for web services development with experience. This is a terrific opportunity for an engineer interested in enabling the next generation of services and technology for the company's next-generation B2B payments and ERP platform. Your skills and experience should cover: Minimum 5+ years working experience including 1 or 2 years experience in application development Good to have 3+ years’ experience in banking/ Financial services will be an advantage Knowledge and competence in Unix, Oracle, MySQL, scripting, Java or Python programing Strong in incident management and troubleshooting skills including log analysis. Familiarly with ITIL V3 Foundation (Incident, Problem, Change) Competency in communication skills both written and verbal Competency in Microsoft Office Suite (Word, Excel and PowerPoint) Self-learner and independent The following areas are highly advantageous: Experience with Docker Experience with AWS or Google Cloud Platform Shift : Night Shift (Interested for night shift candidates can apply)

About the Job The Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require. The role is a combination of general management, service operations, and special projects. The Service Desk Manager will wear many hats - in addition to managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. They would also serve as the service-desk liaison to major business-impacting initiatives. As Global Service Desk Manager, You Will Manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements. Demonstrate a strong understanding of process, delivery, and operations management to ensure efficient and effective execution of operations. Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations. Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents. Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout. Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team. Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality. Owner of key measurements and service levels for Global Service Desk services. Responsible for ensuring all KPIs and metrics are measured and adhered to. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Deep dive into processes to identify gaps and develop strategies for improvement. Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans. Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives. Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges. Conduct annual performance evaluations for all direct reports. Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues. Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements. Responsible for supervising the team, managing team conflicts, and demonstrating quick decision-making capabilities to maintain sound team health. Review the team's performance regularly and provide necessary feedback and guidance for improvements. Plan, coordinate, and manage ad-hoc projects for the GSD team as needed. Act as a liaison between GSD and other IT and support departments. As Global Service Desk Manager, You Need Full-time Technical Graduate or relevant post-secondary degree preferred. Must have 12+ years of experience in IT service management. 5+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk. Understand processes, delivery, and operations management. 7 + years of experience working in the Service Desk under various roles. Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies. ITIL certification is desired. Additional technical certifications are an asset. Must have good logical probing, understanding, and troubleshooting skills. Must have exceptional written and oral communication skills. Technical awareness with hands-on knowledge and experience on various technologies. Positive attitude towards solving customer problems. Ability to accurately prioritize tasks and accomplish them in a timely fashion. Ability to review various processes and procedures to keep them up to date at regular intervals. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently. Strong analytical and problem-solving skills. Strong relationship-building skills, can network and work well with remote stakeholders. Excellent reporting and presentation skills. Superior attention to detail with an eye for accuracy.

Work Experience Must have 8-10 years of experience in following corporate functions in a major IT/ITES organization. IT & SaaS ops: IT Ops, Success Factor Implementation, Netsuite Functional Consultant, ERP Enterprise Lead Finance: FP&A, GL Accounting DEx Partne r ::3-6 years of Hands-on experience in process authoring, process implementation and audits. Hands on experience in implementing best-in-class frameworks / models like ISO 9000, CMMI DEV, ITIL V3 or ITIL 4. DEx Black Belt- Associate Manager/Manager : 8-10 years of Experience in working on high impact Six Sigma projects. Ability to define & write SOPs & process documents as part of QMS. t o Behavioural Competencies Customer focus Problem solving Learning on the fly Drive for result Education Bachelor Equivalent - Other PG Diploma in Management Technical Competencies Communication Capability Building / Thought Leadership EXCEL Accounting SAP Scale of Resources Managed Cultural Sensitivity

We are looking for a Service Management lead who is process oriented. Will build/transfer ITIL processes including demand, service portfolio, service catalog and service fulfilment. ITIL and Lean, Six Sigma and/or Agile/Scrum expert desired. 6-10 or more years of service management; ITIL v3 Certified (foundation as a minimum, manager or expert level desirable); Strong verbal and writing skills in order to effectively communicate information to clients and internal team members; Awareness of a number of service management tools such as BMCs IT Service Management (ITSM, Remedy); Time management skills to meet agreed targets; Experience of designing, developing and/or implementing ITIL aligned processes; Primary Skills They must knowledge/experience with Incident, MIM, Service Request, Problem, Change management and SLA reporting. Apart from these, other critical area is CMDB / Asset Management / SCAM. A Senior Service Management Consultant can be a member of a team, leading the team, assisting the lead or working independently. Secondary Skills They lead or work independently designing, developing and implementing deliverables, conducting research and performing analysis. The Service Management Consultant focuses on all of the ITIL service management lifecycle stages and a number of its processes within an outsourcing bid, consulting assignment or an implementation. They will be responsible for aspects of the overall delivery.

9-10 or more years of service management; ITIL v3 Certified (foundation as a minimum, manager or expert level desirable); Strong verbal and writing skills in order to effectively communicate information to clients and internal team members; Awareness of a number of service management tools such as BMCs IT Service Management (ITSM, Remedy); Time management skills to meet agreed targets; Experience of designing, developing and/or implementing ITIL aligned processes; Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details; Facilitation skills to lead requirements gathering workshops and provide training to clients and internal team members; Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members; Primary Skills They must knowledge/experience with Incident, MIM, Service Request, Problem, Change management and SLA reporting. A Senior Service Management Consultant can be a member of a team, leading the team, assisting the lead or working independently. They lead or work independently designing, developing and implementing deliverables, conducting research and performing analysis. Secondary Skills Apart from these, other critical area is CMDB / Asset Management / SCAM The Service Management Consultant focuses on all of the ITIL service management lifecycle stages and a number of its processes within an outsourcing bid, consulting assignment or an implementation. They will be responsible for aspects of the overall delivery.

Position Summary Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery. Delivering IT service standards through implementing process, standards, service metrics for IT. Responsibilities Maintain Service management tool to manage service workflow for Infrastructure, Security and Application topics Oversee and manage critical incident response and day to day ITSM processes including Incident, Problem, Change, Config and Release Management Conduct regular touchpoint calls with technicians to identify patters (e-g., multiple incidents requiring a problem ticket to be created, RCA to be conducted and problem resolved) Ensure the technicians are documenting solutions in the ITSM tool Review ITSM related contracts, services, and SLAs Ensure all changes go through the CAB meetings with approach to changes including the process of roll back is well documented. And, ensure that there are no incidents arising out of planned changes. Create and utilize analytics and insights through ITSM data to drive continuous improvement across all functions and regions Educate and act as an advocate for ITSM practices and train the users Participate in audits and compliance, when required Be as a glue between different teams Infrastructure, Security and Applications Creative and strategic thinking — and the agility necessary to master both the daily hands-on analysis and the big picture strategy Self-starter who sets aggressive goals and is driven to succeed both personally and professionally; focused on productivity; deeply committed to quality and integrity Manages work well, establishes timelines and clear priorities Full availability while managing critical issues affecting business due to IT downtimes. Work Location - Guindy Interested candidates can send rseumes to dshethiya@gradiant.com

Job Purpose/summary The Head of End-user support is responsible for ensuring that Maersk has a world class support experience across our 624 Branch offices, +500 Warehouses and second to none support for Remote Workers in a post COVID Remote First world. You will be transforming the on-site support capabilities enabling better end-user productivity and make this area a differentiator for Maersk to attract top talent. You will be the ears on the ground both driving product adoption and drive feedback loops back to the central product teams to drive Continuous Improvements. You will need to be a visible driving force on values, thought Leader in the End-user space and have high degree of followship. You are seen as a recognised Leader in leading global teams across +88 countries with local regulations and complexities. You will be driving global standardisation with high degree of automation and self-service, while retaining a high Voice of Customer. Key responsibilities Responsible for +200 employees in 88 countries. Responsible for delivering a world class support for our +80K employees around the globe. Working with the product teams to understand their pain points and Consult on better solutions to enable end-user productivity. Ensure that solutions are supportable in a scalable way without significant human intervention. Carry out risk assessment and reporting. Engage with regional key stakeholders to align business plans with the team structure. Developing end-to-end business cases for transformation. Primary internal stakeholders Customer Service Regional Leads Platform Portfolios HR Primary external stakeholders Microsoft. Required experience 15 years demonstrable expertise in End-user space running global teams. 10+ years working within a support function. 15+ years demonstrable IT Infrastructure knowledge across a wide range of technologies. Beneficial experience ITIL V3 Prince2 LEAN, Six Sigma Technical skills Expertise with Enterprise collaboration tools like Office 365 or Google Docs. Enterprise Voice and Contact Centre platforms. Industrial components like label printers, RF guns. Business skills Excellent written and verbal English Collaboration and Teamwork essential Ability to multi-task Strong analytical skills Strong Stakeholder management Strong business Acumen at Exec level Financial acumen and budget Management Personal profile Strong sense of ownership Innovator and driving transformation. Analytical thinker, but able to execute change. Strong interpersonal and communication skills Proactive and Calm under pressure Key measures Capability transformation End-user VoC Customer VoC Operational Excellence, MTTD, MTTR, The role is open for Bangalore/Pune/Mumbai

Essential skills: Proactive, positive, self-starter and team player with a skill of continually improving processes Ability to work in a team-based, collaborative environment and a passion for contributing to the creation of a world class customer success function Track record of working in a customer-facing environment Ability to digest complex data and relay it to users in a manageable, clear and concise way Excellent presentation and meeting facilitation skills including small to medium groups Experience in Customer Service is essential. Experience of operating in high pressure and fast-moving environments Excellent organisational skills. Service Level and Customer experience level Management experience Good computer skills and the ability to use business support software and ITSM tools. Strong teamwork skills and attention to detail. Advantageous skills: Experience with Freshdesk Experience with Topdesk Experience with Connectwise Experience working in the legal sector Experience with Service Now

Location/s: Bengaluru Relocation supported:Within country; Not supported, but internal applications are welcome Recruiter contact: Supriya Yadavalli Mott MacDonald Were a global engineering, management, and development consultancy Our purpose is to improve society by considering social outcomes in everything we do, relentlessly focusing on excellence and digital innovation, transforming our clientsbusinesses, our communities and employee opportunities, A fundamental part of this is respecting each persons differences and striving to meet their needs, We are proud to be a one ofGlassdoors top employersto work for in the UK, as well as being recognised as aTop Inclusive Companyin the UK, Our values:Progress , Respect , Integrity , Drive , Excellence , Overview Of The Role Working closely with the 4th line Productivity Applications team, you will help to resolve incidents, problems and assist with implementing change, This role will be based in one of our Global IT Operations Centre based in either India or United Kingdom The Productivity Applications Team play a pivotal role in ensuring that our applications perform to a high level while adhering to Mott MacDonald's policies and procedures, Key Duties And Responsibilities Include Provide support to Productivity Applications team, Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication, Work closely with the wider Applications teams helping to define support requirements and improvements to service across Productivity Applications, Act as a technical support analyst within the team for complex support issues and critical situations in the owned technology areas Assists in improving the Productivity Applications team, proposes and drives forward improvement initiatives, Identify problems through analysing incident patterns and suggest enhancements to continually improve our services, Understand the critical needs of the business and escalate urgent issues to minimise the impact to the business and employee productivity, Ensure the IT solutions we deliver comply with Mott MacDonald standards, policies and any regulation; this includes adhering to our internal governance, Essential Candidate Specification: Degree or equivalent relevant qualification in an IT related discipline or relevant industry experience, Knowledge of the Microsoft 365 components and how they interact with one another, Experience of SharePoint Online and MS Teams Administration, Experience in supporting MS Exchange Online Excellent verbal and written English communication skills, Exceptional customer service skills, Experience in a service desk support role, ideally working to SLAs, Desirable Knowledge of ITIL Service Management best practices, ITIL V3/V4, Experience of data migration tools such as ShareGate, Experience running PowerShell scripts for administration purposes, Experience in ServiceNow or similar ITSM Tools Experience of OneDrive, Power Apps, Power Automate and Power BI Experience of working in a global organization, Personal Attributes Passionate about technology and learning, Ability to balance demands and priorities and think clearly under pressure, Attention to detail and a focus on quality, Excellent conflict resolution, communication, and collaboration skills, Logical and analytical approach to solving problems, We Can Offer (subject To Companys Policy) Agile and safe working environment Competitive annual leave and sick leaves Group incentive scheme Group term life insurance, Workmens compensation and Group medical insurance coverage Short and Long-term Global employment opportunities Global collaboration and knowledge sharing Digital Innovation and Transformation Equality, diversity and inclusion We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute, Agile working At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments We embrace agility, flexibility and trust, Location(s): Bengaluru, KA, IN Contract Type: Permanent Work Pattern: Full Time Market: Various Discipline: Information technology Job Ref: 8314 Recruiter Contact: Supriya Yadavalli

Years of experience 3+ Years Strong Hands-on Experience in Shell ScriptingProficient in writing and debugging shell scripts for task automation, job scheduling, and system maintenance. Control-M administration experience as Level 2/3 level for complex infrastructure and environment. Ability to schedule jobs, monitor and correct the issues related to backups, applications, file transfers, etc. Handled Priority 1 and critical issues related to Control-M. Knowledge on integrations using plugins and API based connections with other infrastructure services. Setup and maintain high availability of the Control-M environment of a large infrastructure environment. Ability to maintain, upgrade and patch the Control-M environment and suggest recommendation for value addition. Document technical solutions and build SOPs for the monitoring team. Knowledge on Linux, Unix and Windows environment is mandatory. Should have Excellent communication and interpersonal skills; helps contribute to timely completion of project deliverables well short of schedule Rich exposure in automation & programming through UNIX shell scripting, Python or any other scripting language is added advantage Analytical skill to understand user requirements, procedures, and problems to automate processing or to improve existing job flows and schedules systems Knowledge on ITIL and Certification preferred. Knowledge on ServiceNow ITSM tool Basic understanding of scripting and batch knowledge Very good understanding of ITIL V3 Fundamentals Fair knowledge of Windows, Linux & Mainframe operating systems Good foundation of networking concepts Nice to haveKnowledge & experience working with different automation tooling within IT Operations Very good communication & coordination skills Very good analytical thinking and problem-solving abilities (ref:hirist.tech) Show more Show less

Do RESPONSIBILITIES Ensure each and every Change is recorded and approved before implementation. Ensure Change are categorized and are approved as per the defined Process based on the Change category Standard, Normal, Expedited, Emergency Convene and chair CAB meetings, circulate the MOM of the CABs Ensure no Unauthorized change is implemented which may potentially impact the Production Ensure Periodical audits in place as per Wipro and Customer process and the close the Audit-gaps in the agreed timelines. Report the Management on the agreed Change KPIs and ensure effective change communication in place Ensure Change implementation done as per the Implementation Plan with no manual errors through setting up 4-eye review for each of the Changes Ensures each of the Change is assigned with the Risk involved and ensure Wipro and Customer Processes are followed in case of High-risk / High-impact Changes Conduct Post Implementation Reviews and validate the change status against the defined Change success criterion Bring in Service improvements to improve the overall Process maturity KEY SKILLS AND COMPETENCIES 8-10 years of ITSM experience in Change and other processes ITIL V3 / 2011 Foundation or Intermediate certification Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors Effective Communication skills Mandatory Skills: ITIL Change Mgmt.