Operations Expert Mid Level

• Well versed with stakeholder management e.g., Enterprise Architecture Management, Business, end-users
• Impactful communicator with strong willingness towards providing the best end user experience
• Motivated to drive the organization towards compliance as driven by the IT Governance rules and instructions
• Can independently plan, organize trainings, community sessions and workshops
• Work collaboratively with Product Owner, Delivery Manager, business, and other stakeholders
• Analyzing service requests and incidents to identify the root causes of problems and develop sustainable solutions for technical issues
• Updating the Connect IT Infrastructure
• Monitoring
• Technical operation of interfaces
• Implementation of ITIL processes, including Incident Management, Problem Management, Change Management, and Service Level Management
• Ensuring compliance with ITIL standards to improve service quality and minimize downtime
• Create and Maintain Connect IT entries in all other neccesary IT tools (e.g. PAM, RightNow, Paints)
• Collaborating with various IT teams to ensure that changes to IT services are carried out smoothly and efficiently
• Monitoring and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to assess the performance of IT services and promote continuous improvements

What should you bring along

• Minimum 10 years of experience in IT and 5 years of ITIL (incident, problem, change management) experience
• Must have full stack development experience as a developer earlier in the career
• Experience with ITIL processes (ITSM Next) and Windows Eco system
• Experience with Service Now
• Foundation level expertise with application development for building mini prototypes if required for end user presentation
• Excellent communication skills, preferably prior international experience or working directly with international clients
• Experience working with Agile Ecosystem Principles, timeboxing, roles and ceremonies
• Proficiency in using agile project management tools and software, such as [JIRA, Confluence, SharePoint]
• Strong experience working in a continuous integration driven environment with proven track record of progressive thinking and continuous improvement

Must have technical skill

• IT Service Management
• Full Stack Development
• ITIL Certified with strong awareness of process, tools expertise
• People Management
• Impactful Communication

Good to have Technical skills

• Exposure to EAM tools like Alfabet