Sr. Associate

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  Responsible for gathering requirements for change requests to review IT Infrastructure changes

• Handling emergency changes fluently so only valid emergency changes can be approved

• Handling proposals of standard change tickets

• Responsible for performing audits of change requests which are already implemented

• Handling daily/weekly meeting with Stakeholder/Stateside partners

• Planning and managing support for incident management tools and processes

• Should have knowledge of ITIL practice

• Monitoring the effectiveness of incident management and making recommendations for improvement

• Reviewing incident data to analyses assigned problems

• Should be able to follow/understand the complete change life cycle from creation to closure.

• Investigating assigned problems through to resolution or root cause

• Reviewing Release records related items understand the requirement of release

• Measuring and closing Aging (Incident, Problem, Release)

• Having knowledge of KB Articles

• Should have complete knowledge of incident, problem, release and change management

Candidate should have Proven ability to be self-starter, work independently, manage multiple tasks, and deliver accurate and detailed results within firm deadlines

Education

§ 1-4 years of overall experience with fair knowledge on various IT domains (infrastructure & application portfolios)

§ Experience and knowledge of change, incident, release and problem management

§ ITIL Foundation, preferable ITIL Intermediate (Service Transition and Design)

§ Exposure to enterprise share-point

§ Proven understanding of IT service delivery. Knowledge of servers, Networking

§ Prior experience in managing Remedy helpdesk / change management work is preferable

§ Intermediate MS Excel skills

§ Excellent Soft skills (Mandatory)

§ Excellent Communication skills (Mandatory)

§ Excellent E-mail writing skills (Mandatory)

§ Excellent inter-personal skills with the ability to coordinate cross functionally

Internal Contacts

(and purpose of relationship):

External Contacts

(and purpose of relationship) – If Applicable