As a Analyst, you should act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, major incident management, release management and service transition etc.
Prior working experience of handling foresaid processes preferred.
Capable to connect, update and manage discussions with the Customer for all in-scope infrastructure (Network, Compute, ServiceDesk etc.) and Application maintenance (ERP, BI, perforce applications)
Capable to drive and collaborate with multiple stakeholders on day-to-day operations to bring in coordination across the technical towers
Lead the ITIL Process resources to achieve the Process KPIs and Service level targets.
Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of product catalogue.
Ensuring the Process adherence, meeting the Quality norms of Wipro and the Customer.
Driving the internal audits, define and drive service improvement programs based on the external audit findings
Report the Customer on all Process areas as per the Contractual agreements.
