Sr. Associate

Description And Requirements

Job Responsibilities

• 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
  

Knowledge, Skills And Abilities

Education

• M/B.Tech, BCA, MCA
  

Experience

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

Knowledge and skills

• 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
  

Other Requirements (licenses, Certifications, Specialized Training – If Required)

• Knowledge on Service Now
  

Working Relationships

Internal Contacts

(and purpose of relationship):

• MetLife internal partners
  

External Contacts

• MetLife external partners
  

About MetLife