Job Description :
We are seeking a highly skilled and proactive IT Infrastructure Process Owner to manage and optimize IT processes related to key technologies such as Office 365, Zscaler, SharePoint, OneDrive, MS Teams, and other critical infrastructure tools. The ideal candidate should have a strong understanding of ITIL best practices, cloud-based systems, and the ability to oversee and improve infrastructure processes to ensure alignment with business goals and optimal operational efficiency.
Responsibility:
- Take full ownership of IT infrastructure-related processes including Incident Management, Change Management, and Service Request Fulfillment for systems like O365, SharePoint, and MS Teams.
- Provide technical leadership to ensure systems are optimally configured, secure, and aligned with business requirements.
- Apply ITIL methodologies to standardize processes, enhance efficiency, and reduce operational risks.
- Collaborate with cross-functional teams to ensure IT infrastructure aligns with organizational needs.
- Create and maintain documentation for IT processes, system configurations, and troubleshooting procedures.
- Provide reports on process performance and any identified issues.
- Provide guidance and training to internal teams on best practices for IT infrastructure tools.
- Act as a point of escalation for technical issues.
- Analyze service desk tickets, identify root causes, and drive long-term solutions to recurring infrastructure issues.
- Oversee the management and continuous improvement of service desk tools and knowledge bases.
- Develop and conduct training sessions for the Service Desk team to ensure they are up-to-date on tools, processes, and technologies.
- Ensure service desk processes comply with internal security policies, governance standards, and data protection regulations.
- Track and report on service desk performance metrics related to infrastructure support, such as ticket resolution times, incident volume, and customer satisfaction.
Requirements:
- Minimum 10-12 years of experience in IT Service Management, with a focus on IT infrastructure and service desk support.
- Strong understanding of ITIL framework and experience with Incident Management, Request Management, Problem Management, and Change Management.
- Familiarity with ticketing systems like ServiceNow, Zendesk, or JIRA.
- Experience creating knowledge management databases for service desk teams.
- Proficiency in KPI and SLA measurement and reporting using ServiceNow dashboards.
- Strong technical leadership and problem-solving skills.
