Sr. Associate

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

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

Knowledge, Skills and Abilities

Education

M/B.Tech, BCA, MCA

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

Knowledge on Service Now

Working Relationships

MetLife internal partners

External Contacts

(and purpose of relationship) If Applicable

MetLife external partners