Service Management Office

Role Overview: As a cross functions lead, you will 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. You will be 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. Additionally, you will drive and collaborate with multiple stakeholders on day-to-day operations to bring in coordination across the technical towers. You will lead the ITIL Process resources to achieve the Process KPIs and Service level targets. Moreover, you will 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 Wipro and the Customer is also part of your responsibilities. You will be driving the internal audits, define and drive service improvement programs based on the external audit findings. Reporting the Customer on all Process areas as per the Contractual agreements will also be a key aspect of your role. Key Responsibilities: - Act as a Single point of contact for ITIL Processes execution - Connect, update, and manage discussions with Customers and Service providers/Vendors - Drive and collaborate with multiple stakeholders on day-to-day operations - Lead ITIL Process resources to achieve Process KPIs and Service level targets - Act as a crisis manager during critical incidents - Ensure up-to-date maintenance of CMDB - Drive internal audits and service improvement programs - Report the Customer on all Process areas as per the Contractual agreements Qualifications Required: - 10 - 14 YEARS Experience in ITSM practice in managing various ITIL process roles - ITIL V4 MP / ITIL 2011 Expert / ITIL 2011 Intermediate Certified, SIAM Foundation / Architect Certification - Good Knowledge of ITSM Tools; ServiceNow, Remedy, HPSM, etc. - Capability to deliver ITIL Trainings - 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 or Postgraduate in Management / Engineering / Computer sciences Additional Details: Wipro Limited is a leading technology services and consulting company focused on building innovative solutions to address clients" most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro delivers on the promise of helping customers, colleagues, and communities thrive in an ever-changing world. Wipro is committed to reinventing its business and industry, and is seeking individuals inspired by reinvention to join a business powered by purpose and empowerment to design their own reinvention.,