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| Job Location | Noida |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Network / System Administration,General / Other Software |
| EmploymentType | Full-time |
Position : Service Support Lead - IT InfrastructureLocation: NoidaEducation: B.E/ B.Tech./MCAExperience: 8-12 yearsRoles and ResponsibilitiesWorking with Service Managers processing management insight data pertaining to service and operational level performance, incidents and service improvement plansManages, maintains and creates process documentation, records and information held on relevant systems (IT Tools), produces and publishes agreed weekly, monthly reports and event plansReviews documentation, assesses for accuracy and completeness and progresses in line with agreed procedure and ITIL standardsEngages business stakeholders (Operations) ensuring processes and procedures are fit for purpose and aligned with other functional teams processesEstablishes good working relationships with external supplierManaging the internal stakeholders & technical teams for quality improvements, working with them on solutionsAdvising on the completion, submission and progression of service, event and incident related documentation, further working on prioritize and engage across Teams to gain common shared solutions.Contributes to the continuous refinement of processes in conjunction with other functional teams and project teamsLeads and manages teams working on change workstreams to set direction, standards and enable a change support model for internal and external servicesParticipate as Change Manager in Client Change Advisory Board MeetingsWork with Teams on Performance Management of SystemsReview of Capacity reports / dashboards and work with Capacity Manager for improvements / automation.Chair Weekly Operations Meeting with Internal & External StakeholdersActive participation in Audits and Internal ControlsManage Security Controls for delivery TeamsPrepare planning for Service Continuity Plans and related exerciseDesired Candidate ProfileHands on technical background of infrastructure management deliveriesITIL V3 foundation or similar Demonstrated strong Service Management knowledge in key ITSM processes including Incident Management, Problem Management, Change Management, Service Level Management and Knowledge ManagementShall have delivered Infrastructure Services to Global clients.Experience of working with multiple stakeholders at all levels of the organizationDemonstrable experience of working effectively within collaborative service and operational team structures, ideally in a technologyExperience of managing and maintaining effective processes and procedures in a complex multi system, multi-site environment support service environmentAbility to work on own initiative with minimum supervision and maintain attention to detail at all timesAbility to analyse and simplify complex problems and to be able to communicate this to others at all levels
Keyskills :
problem managementmonthly reportscustomer servicev3 foundationservice managementspare partsservice continuitywarrantyservice level managementchange managementit infrastructureservice levelprocess documentationworkshopsecurity controlsincide