14 Siam Jobs

15+ Yrs of total experience with minimum 5 Yrs of dedicated experience in presales & Solutioning. 10 Yrs of Hands-on experience in ITSM, Monitoring/AIOps, Should have handled stand alone RFPs for each of the tower line and should have strong collaborative experience to work on large managed services proposals. Should be fast & proactive to quickly understand the RFP scope, objectives, influencing factors in order to get started ASAP. Should be multi tasking and work on multiple proposals at the same time with ownership. Should be innovative and futuristic to bring the levers, ideas which can help to win the business. Should have good interpersonal skills and connects with OEM to get the best possible discounts and timely quotes for product procurement. Should have good experience with pricing and commercial engineering to make the proposal customer favourable. Must have a good skills in Power Point, Word and Excel. Should have good understanding on licensing models for the major OEMs Should have strong understanding of IT Infrastructure domain towers with vertical applications understanding. Should be well aware of SLAs KPIs, MSA Terms, Penalty clauses, legal terms and compliance used globally. Should be travel ready for requirement gathering, defence presentations and kick-off calls. Should have Sales, Presales and Solutioning accreditations, certifications from leading OEMs like ServiceNow, BMC, Manage Engine. At least one implementation certification for each of the tower from any top 3 Tier OEMs. : ITSM, Observability / AIOps./ Automation / ITIL Processes (ITIL / CFS / SIAM) Should be capable to construct innovative solutions for Green Field, Brown Field Implementations, Upgrade & migration opportunities and Development, Integrations work. Should have built futuristic Target Operating Models, cost effective and transformative multi year solutions and should posses well-articulated defence presentation capabilities Should have experience of handling RFPs which includes Product + Services with OEMs like : ServiceNow, BMC, HPE, Manage Engine, Ivanti, SNOW Software, Flexera, Ansible, Resolve, FreshWorks, Summit AI, etc. Should have experience of working on multi-million standalone ESM tools RFPs as well as 50+ Mn of Managed Services RFPs. Stand alone ESM Tools RFP to business conversion ration should be at least 30% and should be able to handle 5 + RFPs in a month. Should be well versed with partner portals of all the OEMs, their relevant documentations and should have good connect with regional sales teams of those OEMs. Should remain updated with new functionalities, market trends, customer demands and should provide required inputs suggestions to build team for PoC work. Should be able to effectively utilize his time with multi-tasking and should keep track of WIP, submitted proposals. Should be flexible to work with extended business hours, and over weekends if required basis the urgency of proposal submission, All of the above + 1. Experience of building and running portfolio of 50+ Mn size 2. Strong experience of capacity & Capability Building 3. Good connect within industry to attract best talent 4. Good track record of team retention 5. Experience with building stand alone as well as collaborative, bundled Service offerings 6. Good connect with OEMs to bring investments for enablement (Training, Certifications, Demo Instances) 7. Should work collaboratively with other practices, business lines within organization. 8. Should be travel ready and flexible. All of the above + Should be responsible for Portfolio Management, Governance and Escalation Management Should be good with aggressive strategies for land and expand, new territories, new logos Should be the leader to set examples for next in line with appropriate actions for account mining, customer experience and consistent revenue generation Should be able to represent CIS and ServiceNow in large forums, customer meets and visits. Should be responsible for SGA, GM and 30% YnY growth targets. Should review all proposals, pricing and solutions for final approval Should give timely updates to leadership team wrt business strategies, performance and possible escalations Should be bold enough to accept aggressive targets, growth plans and drive towards excellence.

You should have a minimum of 4+ years of experience in IT service management, specifically focusing on incident management. Possessing an ITIL Foundation or Intermediate or Expert certification would be advantageous. Your responsibilities will include managing incidents, major incidents, and problems, preferably in a ServiceNow environment. You should have a solid understanding of IT infrastructure components, relationships, and dependencies, as well as proficiency in ITIL processes and best practices. Strong analytical and problem-solving skills are essential for this role. Effective communication and collaboration skills are necessary to engage with cross-functional teams. Additionally, you should have strong organizational, reporting, and documentation abilities. The ability to thrive in a fast-paced, collaborative team environment is crucial. Attention to detail and a dedication to delivering high-quality results with a focus on continuous improvement are key attributes. Experience with Service Integration and Management (SIAM) would be considered a plus.,

Job Description Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion it's a place where you can grow, belong and thrive. Your day at NTT DATA The Digital Transformation Enablement Specialist is responsible for the assessment, readiness evaluation, strategic transformation plan design, and tactical execution and implementation of NTT's complex digital technologies to improve employee and customer experiences, operational efficiency and productivity. This role specialises in applying the potential of digital technologies and user experience design principles to bring improvements to the organisation's digital roadmap. This role monitors competitive trends, understands consumer/client needs and applies trends and changes in digital transformation supporting a broad range of stakeholders. What you'll be doing Key Roles and Responsibilities: Collaborates with senior management/leadership to understand the organisation's digital transformation goals and drive towards enablement of such. Creates adoption plans for new digital technologies, outlining the steps for successful implementation and integration. Designs and delivers training programmes, workshops, and resources to educate stakeholders about the benefits and usage of digital tools. Maintains a holistic position to ensure full objectivity and impartiality whilst maintaining the Digital Office strategic direction for Corporate IT. Drives optimisation and lowers the cost of services through centralisation, digitalisation, optimisation, and centralisation. Works closely with cross-functional teams, including IT, departments, and project teams, to ensure alignment and collaboration on digital initiatives. Develops change management strategies to address potential resistance, engage stakeholders, and ensure a smooth transition to digital solutions. Designs, plans and implements technical solutions in the end user device space. Provides ongoing support to users as they navigate and utilise digital tools, addressing questions, issues, and concerns. Takes technical ownership of the designed solutions and assists in handing over the daily support and knowledge to the support organisations. Identifies opportunities for process optimisation through the application of digital technologies, working with teams to streamline workflows. Maintains and improves programmes to foster a culture of driving quality improvement based off the analysis of employee survey feedback to drive improved employee satisfaction in conjunction with EICS performance management and Information Technology. Leverages data to measure the effectiveness of digital transformation initiatives, identify areas for improvement, and drive informed decisions. Tracks and reports on the progress of digital transformation initiatives, highlighting successes and areas for further development. Develops and maintains Corporate IT service excellence strategy by driving the service delivery, governance, and performance management maturity through establish frameworks methodologies and tools. Drives innovation by researching and investigating emerging infrastructure technologies and the best practices associated. Manages the proof of concept (POC) initiatives. Stays updated with emerging digital trends, tools, and best practices, and assess their potential relevance to the organisation. Knowledge, Skills and Attributes: Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation Uses evaluation, judgment, and interpretation to select right course of action Strong understanding of digital technologies, including cloud computing, data analytics, automation, and collaboration tools Knowledge and understanding of IT industry environment and business needs Strong relationship management and demonstrated collaborative skills in working with internal and external business leaders and stakeholders Analytical mindset with the ability to leverage data for decision-making and continuous improvement Excellent communication skills to convey complex digital concepts to technical and non-technical audiences Ability to share and communicate ideas clearly, both orally and in writing, to executive staff, business sponsors, and technical resources in clear concise language Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations Problem-solving skills to address challenges and roadblocks in the adoption of digital technologies Ability to understand new issues quickly and make wise decisions Ability to work under pressure, plan personal workload effectively Strong interpersonal skills to build relationships and collaborate effectively with cross-functional teams Good conceptual insight and ability to think strategically Ability to establish and manage processes and practices through collaboration and the understanding of business Ability to manage urgent and complex tasks Expert knowledge on multi-technology software, operating systems and infrastructure design best practices in a variety of hardware platforms including mainframes, distributed platforms, desktops, and mobile devices Strong knowledge of End user device management platforms Ability to develop and deliver engaging training materials, workshops, and resources Change management expertise, including the ability to manage resistance and promote user engagement Organisational skills to manage multiple initiatives and priorities concurrently Adaptability to evolving technologies and organisational needs Passion for driving innovation and helping teams embrace digital transformation Academic Qualifications and Certifications: Bachelor's degree or equivalent in Information Technology, Business, or a related field Certifications in relevant areas, such as Project Management Professional (PMP) or Certified Digital Transformation Professional (CDTP), are advantageous ITIL Foundation (minimum) or higher SIAM Service Integration and Management Foundation would be advantageous Required Experience: Seasoned proven experience in a similar role within a global Information Technology organisation Seasoned proven experience in facilitating digital transformation initiatives, technology adoption, or change management within an Information Technology environment Workplace type: Hybrid Working

NEC Software Solutions (India) Private Limited is a renowned provider of end-to-end IT services across various sectors, operating in Mumbai (Worli & Airoli) and Bangalore. With over 30 years of experience, we have established a strong reputation for exceeding customer expectations and delivering high-quality software products to clients worldwide. Our team of more than 1300 talented individuals is dedicated to providing offshore support and technology services. As an Associate Client Services Manager, you will work closely with the Senior Client Service Manager to ensure the successful management of contracted services for specific customer accounts. Your responsibilities will include overseeing service delivery to meet Service Level Agreements (SLAs), developing customer relationships, producing monthly reports, and assisting in the improvement of services through Service Improvement Plans. You will also be involved in setting up new services and managing escalations to ensure customer satisfaction. The ideal candidate should possess a Bachelor's Degree in Engineering along with 8-10 years of experience in IT Client Service Management. Additionally, you should have excellent English communication skills, experience with bespoke software applications, ITIL V3 Foundation certification, proficiency in Microsoft Power BI and Office, exposure to SIAM, and a background in developing Service Improvement Plans. Knowledge of Mission Critical applications and public sector operations, particularly UK Police Forces, would be advantageous. To succeed in this role, you must be self-motivated, possess strong problem-solving skills, communicate effectively with technical and non-technical stakeholders, be willing to challenge existing practices, and manage multiple priorities efficiently. Security clearance and availability for out-of-hours support may be required, with additional compensation provided accordingly. If you are looking for a challenging yet rewarding opportunity in IT Client Service Management, and are ready to contribute to a dynamic and customer-focused team, we encourage you to apply for the role of Associate Client Services Manager at NEC Software Solutions.,

he Job Role: Problem Manager Role Details Minimum of 4+ years of automotive manufacturing experience or relevant IT implementation experience as Support Person /domain/business consultant with Automotive Manufacturing . Roles and Responsibilities: Manage Critical to Business Events related problems to ensure best resolution and elimination of all the root causes for the specific event or disruptions Drives all levels of the IT organization ( service Providers) to update their processes, procedures, and documentation Provide control for the execution of operational activities and processes (like Incident, Problem, Service request Management) Communicate operations state of service throughout the global organization for problem management Provides ability to compare actual operating performance and behavior against design standards and SLAs Managing the lifecycle of all problems (Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management ) Thoroughly understand the ITSM Framework and Policy to manage the establishment of the problem management program and assist in the development and maintenance of related process, policies, and standards Ensure all IT critical events are communicated to the appropriate functions/stakeholders Provide control for the execution of operational activities and processes Provide means to compare actual operating performance and behavior against design standards and SLAs Provide a basis for service assurance and improvement Drive analysis, root causes and preventing Incidents from happening in the future Ensures Proactive Problem Management by analyzing incident records, and using data collected by other IT Service Management processes to identify trends or significant Problems Your Profile Mandatory skills: 1. Service operations experience, with Hands-On experience of Problem Management in a multi-vendor setup across geography. 2. ITIL Foundation/Expert certification 3. Excellent communication and organization skills, Business Analysis and Presentation Skills 4. Proven track record in Incident and Problem Management and General SIAM ( S ervice I ntegration A nd M anagement )Functions. 5. Multitasking and taking leads in initiatives for process improvement. 6. Conversant with Spoken and Written English and global exposure to a multi-cultural organization structure Good to have skills: 1. Lean sigma, 6 sigma, Fishbone & Five Whys methods, Understanding of Industry 4.0 2. Technical understanding on how infrastructure has been set up 3. Any relevant certification will be an added advantage – SIAM, Six Sigma, Agile-DevOps, PMP etc. 4. Technical knowledge on Infra, networking, storage, cloud, database

Project Role : Infra Tech Support Practitioner Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting. Must have skills : Service Integration and Management (SIAM) Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Infra Tech Support Practitioner, you will be responsible for providing ongoing technical support and maintenance of production and development systems and software products, both remote and onsite. You will work within a defined operating model and processes, implementing technology at the operating system-level across all server and network areas. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Ensure timely resolution of technical issues.- Collaborate with cross-functional teams to troubleshoot and resolve system issues.- Document troubleshooting steps and solutions for future reference.- Provide training and guidance to junior team members.- Stay updated on emerging technologies and industry trends. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Management (SM).- Strong understanding of ITIL framework.- Experience in IT service management tools like ServiceNow.- Knowledge of network protocols and configurations.- Hands-on experience in system administration.- Good To Have Skills: Experience with ITIL certification. Additional Information:- The candidate should have a minimum of 4 years of experience in Service Integration and Management (SIAM).- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education

We are looking for a highly skilled and experienced professional to join our team at Capgemini Technology Services India Limited. The ideal candidate will have a strong background in technology services and excellent communication skills. Roles and Responsibility Collaborate with cross-functional teams to design and implement innovative solutions. Analyze complex problems and develop effective solutions using technical expertise. Provide exceptional customer service and support to clients. Develop and maintain technical documentation and reports. Participate in training and development programs to enhance skills and knowledge. Contribute to the improvement of processes and procedures. Job Requirements Strong understanding of technology services and industry trends. Excellent communication and interpersonal skills. Ability to work effectively in a team environment. Strong problem-solving and analytical skills. Adaptability to changing priorities and deadlines. Commitment to delivering high-quality results and meeting targets.

Role & responsibilities End-to-end ownership & accountability/responsibility of day-to-day SIAM cum mulit-vendor ITSM support function for Incident, Problem, Change, Service Catalog, Request Fulfilment, Hardware Asset & Configuration, Knowledge, Vendor Management etc. in a multi-vendor environment Manage ITSM team whos responsible to run above mentioned process, ITSM tool areas, conduct reviews of respective areas Maintain in-depth understanding of overall IT environment of customer as well as services provided by respective support groups Run daily service review of respective support groups on regular basis as per expected services using SOW Make sure required SLAs/OLAs performance reports published/shared on-time Manage handshakes, interface points & disputes in between support teams Proactively look for areas of improvement, potential risks etc. and highlight the same to customer/support teams for mitigation Accountable for overall process adherence and Continual Service Improvement in all in-scope process & ITSM tool areas

SIAM Lead & Vendor Manager Role Overview SIAM Lead would be accountable for overall SIAM or multi-vendor ITSM function (covering MIM/IM, PM, CM, KM, SCM, RF, SLM, HAM, CMDB, Vendor Management etc.) delivery on day-to-day basis across the technology tracks for a customer with 24x7 coverage (need to align to customer business hours) and a multi-sourcing/multi-vendor environment. SIAM Vendor Manager would be accountable for overall SIAM or vendor performance management in a multi-sourcing/multi-vendor environment. Vendor manager would be responsible to take care of all vendor interactions/escalation/reviews/discussions/performance discussions. Job Description: SIAM Lead End-to-end ownership & accountability/responsibility of day-to-day SIAM cum mulit-vendor ITSM support function for Incident, Problem, Change, Service Catalog, Request Fulfilment, Hardware Asset & Configuration, Knowledge, Vendor Management etc. in a multi-vendor environment Manage ITSM team whos responsible to run above mentioned process, ITSM tool areas, conduct reviews of respective areas Maintain in-depth understanding of overall IT environment of customer as well as services provided by respective support groups Run daily service review of respective support groups on regular basis as per expected services using SOW Make sure required SLAs/OLAs performance reports published/shared on-time Manage handshakes, interface points & disputes in between support teams Proactively look for areas of improvement, potential risks etc. and highlight the same to customer/support teams for mitigation Accountable for overall process adherence and Continual Service Improvement in all in-scope process & ITSM tool areas

Role & responsibilities Review, prioritize, and respond to intake requests for service; ensure completion of requests within the expected turnaround time. Development of reporting and comprehensive summary dashboards. Coordinate, schedule, lead, document, and quantify monthly internal and external governance calls. Aggregate metrics for CSAT responses; document and drive necessary improvement actions. Drive procedural compliance and SLA achievement; investigate and resolve any deviations or failure to achieves; implement resistance controls to prevent recurrence. Manage incident and problem management processes and workflows within ServiceNow. Develop SIAM documentation including processes and workflows, SOPs, Knowledge Based Articles, Job Aids, etc. Conduct training sessions and workshops to promote SIAM and ITSM value and processes. Review report library for efficiency and consolidation; eliminate obsolescence. Review, develop, document, and implement reporting of internal and vendor SLAs. Monitor performance analytics identifying trends or breach of service; implement Corrective and Preventive Actions (CAPAs). Address all first level concerns raised against internal support groups and external service providers. Escalate to VMO all unresolved first level concerns raised against external service providers. Evaluate additional solutions/enhancements to enable and drive metrics for adoption, performance and cost optimization, usability, quality, scalability, and ultimately increased value through regular releases. Utilizing your experience working with data tools, technologies, and platforms to deliver metrics and analytics that monitor and drive vendor performance Develop consolidated reporting from individual data sources utilizing PowerBI or other automation tools Deliver visualized data summaries to communicate SLA (or other measurable goal) achievements or misses Maintain and deliver an accurate data model showing history of performance to deliver trend analysis Provide recommendations for resolution to identified areas of concern or other data derived remediation or improvement opportunities Preferred candidate profile Minimum of three to five years of IT Service Desk experience. Minimum of three to five years of experience in data aggregation and reporting. Minimum of three to five years of experience and demonstrable proficiency using and developing reports within ServiceNow Minimum of three to five years of experience and demonstrable proficiency using PowerBI Minimum of three to five years of experience as a ServiceNow Reporting Administrator and/or ServiceNow Performance Analytics Developer. Minimum of two years experience developing aggregated data reporting and visualization, preferably utilizing PowerBI Minimum of three to five years of experience in a SIAM role Required Knowledge and Skill Comprehensive understanding of an ITSM/ITIL governed support model. Proficiency in the analysis and interpretation of data and how to effectively utilize that information to drive efficiencies, maturation, and improvement. A strong understanding of change management processes and controls. Ability to drive action and gain results through partnership and influence without authority. Highly skilled and developing and maintaining collaborative relationships with both internal and external business and technology partners. A solid understanding of IT Vendor deliverables and obligations through contracted SOWs, SLA/KPI measurement, and contractually binding credit generating stipulations.

Key Responsibilities: Guides a virtual team of domain experts to orchestrate the development of secure, multiple year, services solutions. Designs complex managed service solutions to meet client requirements by integrating technology and service design the cloud domain. Works across multiple teams in the design of the Managed Service offering. Tests and validates new designs features and delivery models or recommend improving existing service offers that is being taken to market. Responsible for the service design deliverables of the solution and interfacing with multiple teams and partners to ensure supportability. Directs the validation processes by obtaining sign-off from technical, service and costing stakeholders. Leads the service design of solutions for the client that will be commercially competitive whilst mitigating risk. Maps the client's requirements against proposed set of service elements and architectures and leads the end-to-end solution development (Cloud Services, Technology Architectures, SIAM, SLA, ITSM leading practices). Develops and executes a consulting approach that results in a consolidated statement of requirements, scope, transition documents and costing based need for change, role of IT, definition of the AS-IS versus desired state (Future Mode of operation defined), gap analysis and roadmap, highlighted impacts, consequences and benefits of the intended transformation (people, process, technology). Supports the sales teams in presenting an architecture solution to clients with a focus on cost savings or uncovering other client growth opportunities using the ability to discover and analyze the clients current architecture, platforms and operating models. Shares client outcomes and market conditions with other stakeholders so that the global offering leads, and Managed Services community can evolve strategies and develop innovative solutions for the future. Provides coaching and mentoring and acts as advisor and decision maker in service design situations. Support the sales teams to have a commercial model discussion with the client. Identifies all service costs and populating cost models accurately to ensure a full visibility of costs related to the delivery of the service over the contract term. Creates and gets sign-off from relevant stakeholders on the solution design that will form part of the commercial model. Responsible for vendor management depending on the service offers and ensures that the transition to service delivery teams are well coordinated to ensure a smooth transition. Knowledge and Attributes: Advanced understanding of cloud technologies, networking, security, and system administration Advanced demonstratable knowledge and value of multi cloud technologies especially cloud native application workflows, understanding of architecture transformation, observability and legacy to cloud migrations. Applied Azure and/or GCP and/or AWS infrastructure architect and presales skills. Advanced understanding of virtualization, hybrid computing environments, storage technology and cloud native technologies. Advanced knowledge of Managed Services service and delivery models, including cloud, global, and distributed delivery models. Ability to work with costing models in partnership with sales and finance stakeholders. Ability to communicate potential improvements and value of our solutions to all levels of stakeholders, including C-suite decision-makers. Ability to facilitate workshops with clients and internal teams to discover requirements, present solutions and obtain client buy-in. Ability to work within a team, contributing to the success of the team while making a personal contribution, especially in a matrixed organization. Up to date knowledge on emerging trends in Cloud technology, Managed Services Integration, etc. Analytical abilities to discover and analyze all input and data. Passion for staying abreast of related industry trends and best practices. Academic Qualifications and Certifications: Bachelors degree or equivalent in Information technology/systems or a related field. Certification and working knowledge of ITIL, Service Management and Integration, Automation Artificial Intelligence and Analytics preferred. Scaled Agile certification or equivalent is desirable. Additional technology vendor certifications are desirable, such as (any one or more) - Azure AZ900 Azure Fundamentals, AWS Cloud Practitioner, VMWare: VTSP or VTSP for AWS/Azure. Required Experience: Advanced prior experience in managed service provider, or cloud services provider. Track record of designing cloud infrastructure managed services solutions to medium/large enterprise accounts. Proof of structuring medium/large, multi-year profitable contracts. Solution planning and deal shaping technical specialist, with the ability to create compelling value propositions as part of the solution design. Advanced experience working in an environment with global delivery and in multiple geographies and industries

Project Role: Service Management Lead Project Role Description: As the Service Management Lead, you will lead the delivery of programs, projects, or managed services. Your role involves coordinating projects through contract management and shared service coordination. You will develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable the strategic agenda. Must Have Skills: Service Integration and Management (SIAM) Good to Have Skills: Infrastructure Service Management Minimum Experience Required: 5 years Educational Qualification: 15 years full-time education Key Responsibilities: Own the development of differentiated service offers to meet business needs. Ensure that the Service Catalogue is available, complete, accurate, and meets stakeholder needs. Engage with Service Owners to ensure services are adequately described and conform to guidelines. Approve content for publication in the Service Catalogue. Recommend and initiate continuous improvement programs for the Service Catalogue. Work with Demand Engagement to capture business demand for IT&S services. Collaborate with the Consumption Lead to develop and present consumption metrics to stakeholders. Drive the introduction of new operational services into the Service Catalogue. Provide transparency regarding costs associated with services offered. Understand and comply with data privacy regulations. Build strong relationships with stakeholders and operate successfully at all levels. Analyze complex data, identify trends, and simplify processes for delivery. Professional & Technical Skills: Must Have Skills: Proficiency in Service Integration and Management (SIAM). Good to Have Skills: Infrastructure Service Management. Additional Skills: Strong analytical skills with the ability to correlate information from various sources. Excellent communication and interpersonal skills. Experience in service operations and management. Technical Experience: Self-confident, results-oriented, persuasive, and influential. Strong management of performance and a drive for continuous improvement. Ability to organize IT services and products into differentiated offerings with clear cost transparency. Professional Experience: Bachelor's degree in Computer Science or related field preferred. 3+ years of experience with the ServiceNow IT Service Management tool preferred. 4+ years of experience as a process owner preferred. Proficient in rolling out methodologies, processes, standards, and policies. Minimum of ITIL foundation certification; advanced ITIL certifications desired. Additional Information: Proven track record of leading successful change across functional and organizational boundaries. Certification in ITIL (V3) / ITIL Intermediate is preferred.

Project Role : Infra Tech Support Practitioner Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting. Must have skills : Service Integration and Management (SIAM) Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Infra Tech Support Practitioner, you will be responsible for providing ongoing technical support and maintenance of production and development systems and software products, both remote and onsite. You will work within a defined operating model and processes, implementing technology at the operating system-level across all server and network areas. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Ensure timely resolution of technical issues.- Collaborate with cross-functional teams to troubleshoot and resolve system issues.- Document troubleshooting steps and solutions for future reference.- Provide training and guidance to junior team members.- Stay updated on emerging technologies and industry trends. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Integration and Management (SIAM).- Strong understanding of ITIL framework.- Experience in IT service management tools like ServiceNow.- Knowledge of network protocols and configurations.- Hands-on experience in system administration.- Good To Have Skills: Experience with ITIL certification. Additional Information:- The candidate should have a minimum of 3 years of experience in Service Integration and Management (SIAM).- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education

Job Description Functional Reporting : IT Role: Quality & Process Consultant Location :Mumbai Administrative Reporting : IT Role Purpose The position serves the following purpose 1. Managing ITIL Process development and governance for (All verticals) in coordination with IT 2. Manage the scope of work of all ITIL process and operations. Areas Key Accountabilities/ ResponsibilitiesKey Deliverables & Activities 1) Incident Management SPOC for the Customer to govern Incident process. Major Incident Pre & Post life cycle is evaluated, process gaps are identified and timely rectified. IM is available for managing escalation and maintaining SLAs. Takes ownership of incident from they getting updated till it resolution. Ticket quality checks are done and NC are cleared ASAP. Hoping tickets are investigated. Re-open tickets are investigated. Ticket backlog management. Quarterly process review. Continual improvement is brought and SIPs are created for improvement areas. Necessary Coordination with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents. Conducting the training / knowledge sharing sessions across the teams/new joiners to manage incidents effectively. 2) Problem Management Problem Management Proactive & Reactive Process activities are performed. Identifying Opportunities for improvement, conduct audits and showcase effectiveness of process on an operational level. RESPONSIBILITIES Problem Manager will drive proactive and reactive problem management. IT managers or Team Leads will support the problem manager in identifying and committing resources to perform all Problem Management activities Individual process activities are carried out with regards to agreed service and quality levels Problem Management life cycle from ticket logging, to investigating RCA and delivering CAPA is followed. Provides guidance, direction and coaching on Problem Management activities Contributes to Continuous Process Improvement activities and creation of SIPs. Identifying improvement opportunities for the tools and process Conducts Problem Reviews Responsible for liaising with and providing reports to other Service Management functions. Conducting the training / knowledge sharing sessions across the teams/new joiners to manage process effectively. Assist problem manager is showcasing the benefits brought in from effective Problem management. 3) Change Management Change Manager Process is to control changes in a standardized manner in relation to an organizations policies, procedures and plans while ensuring minimal impact upon customers. RESPONSIBILITIES Change management process is governed and is driven by process manager. Change management Life cycle is managed from getting the change logged till implementation and PIR. Driving CAB & E-CAB meetings Necessary action is initiated for Unauthorized change Periodical audits are conducted as per 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 Best practices like 4-eye review, Risk assessment, PIR are religiously followed. Bring in Service improvements to improve the overall Process maturity Contributes to Continuous Process Improvement activities and creation of SIPs. Identifying training opportunities, improvement opportunities for the tools and improvement opportunities for the process Key InteractionsInternalNature Interact with All department heads of IT for day to day operations For identifying and implementing new IT projects, effective utilization of existing IT systems For supporting rollout of IT projects in For ensuring smooth functioning of IT Operations of Convention Centre, NMACC, DAS, Plaza, Service Apartments and Office Space External RCP, Vendors, IT Service Providers Role RequirementsEducational Qualifications Bachelors or equivalent. Masters in IT would be prefereable Experience (Type & Nature) Total Exp 10-12+ Years core experience in core Process Delivery ITIL V3 Intermediate / ITIL 4 Certified SIAM Foundation / Architect Certification ¢ Must have Six Sigma Yellow / Green Belt certified ¢ Command on Core Process Delivery for managing Operational Excellence Incident Management Problem Management Change Management Should have knowledge SLM SIEM Report Designing Skills & Technical Competencies Strong analytical, communication, presentation and reporting skills Should have excellent command over ITIL practices. Leadership, people management and operational skills Good written & verbal communication skills Knowledge of ITSM Tools; ServiceNOW, Remedy, HPSM, etc. Should have good client facing abilities w.r.t client presentation and client management skills. Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere Ability to work in shift and flexible schedule Excellent team management skills and inter-personal skills, ability to motivate staff Excellent team skills with ability to listen and contribute to discussions and meetings Building & Maintaining Relationships End to end ownership for customer satisfaction through levels of support Planning and organization & working with Virtual Team Understanding of statistical and analytical principles and processes Capability to deliver ITIL Trainings. Excellent documentation and process flow designing skills.