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Senior Analyst, ITSM

Hyderabad, India Job ID R0000026349 Category IT
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About this Role

Knowledge and Skills:

  • In-depth knowledge & hands-on experience in Major Incident Management, Change Management & Problem Management
  • Comfortable working closely with technical resources & Team leaders to ensure / maintain globalization strategies.
  • Identify opportunities for improving business operations through more effective use of IT resources.
  • Contribute to the definition and development of worldwide operating procedures and standards.
  • Prepare process proposals or recommendations especially related to improve efficiency and performance of the IT environment.
  • The ability to deliver an initiative through to its launch/implementation.
  • A high level of quality and attention to detail.
  • Experience in service management, process development, IT operations.
  • Excellent interpersonal and customer service skills.
  • In-depth knowledge of industry best practices and service delivery standards.
  • Strong team spirit.
  • Excellent written and verbal communication skills.
  • Excellent organizational skills.
  • Problem-solving skills.
  • Ability to communicate complex business challenges in a non-technical and simplified manner
  • Creation and management of various monitoring dashboards/presentations
  • Evaluated service performance and modified SLA patterns to resolve operational issues
  • Able to work under tight deadlines
  • Self-motivation and able to take responsibility

Experience and Education:

  • At least ITIL 4 Foundation certified.
  • Experience leading a multicultural, worldwide team.
  • Experience successfully evolving IT processes.
  • BS/BA or relevant work experience.
  • Strong English written and verbal skills required.

Play a key role in maintaining and evolving a modern, mature & robust IT Service management function by working closely with the ITSM team as well as other IT groups & value stream owners to enforce & evolve processes. Providing a high level of quality support to the end user community by helping resolve end user/service escalations as well as assisting the business in meeting it goals.

#reexcel

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