Sr IT Service Operations Specialist

Overview

The Senior IT Service Operations Specialist manages one or more ITIL processes (Change, Incident including Major Incident, Request, Problem or Knowledge Management), develops Critical Success Factors, reports on KPIs, identifies trends for proactive Problem Management, and ensures root cause analysis and preventative measures for all major incidents.

What you'll do

• Manage Change, Incident, Request, Problem or Knowledge service offerings (operational, tactical and strategic).
• Suggest improvements to the Incident, Problem, Change, Request and Knowledge management processes and procedures, and ensure effective adoption and governance.
• Partner with various IT areas to adopt ITIL/ITSM processes.
• Participate and collaborate in the establishment of Service Level Agreements (SLAs) to set expectations and measure performance of assigned process(es).
• Plan and contribute to ITSM related projects.
• Be responsible for the development of ITSM process training.
• Participate in ITIL Maturity Assessments.
• Lead ITSM meetings (Quarterly Service Reviews, Major Incident Reviews, Problem Reviews).
• Chair and coordinate the Change Advisory Board Meetings and share the reports with the stakeholders.
• Manage the Incident Management activities, including driving Major Incidents to resolution with multiple teams involved.
• Manage the ITIL Request Fulfillment process activities, including performing audits on Service Catalogs to identify usability, updating Service Catalog owners and similar Foundation data audits.
• Create and maintain reports and dashboards to provide real-time insights into service management and operational efficiency.

What you'll need

• Bachelor's Degree or equivalent education and work experience.
• 3 - 6 years of ITIL Processes Operations experience.
• ITIL 4 Foundation certification.
• Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and teamwork.

Details

• Location: Bangalore, India.