CROSS FUNCTIONAL LEAD L2

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Job Description:
As a cross functions lead, you should act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, etc. designed for a single Customer or as per SIAM framework in Multi-vendor Environment
Capable to connect, update and manage discussions with the Customer and other Service providers / Vendors for all in-scope infrastructure related technical services viz., Networking, Servers, VMware, storage.
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 CMDB, achieving the Availability and capacity targets
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.

Experience/Skills:
10 - 14 YEARS Experience in ITSM practice in managing various ITIL process roles, viz., Incident manager, Problem manager, Change manager, Asset and Configuration manager.
ITIL V4 MP / ITIL
2011 Expert / ITIL 2011 Intermediate Certified, SIAM Foundation / Architect Certification
Good Knowledge of ITSM Tools; ServiceNow, Remedy, HPSM, etc.
Capability to deliver ITIL Trainings
Excellent team management skills and inter-personal skills
Excellent Presentation skills, verbal and written communication skills and facilitation skills
Good documentation and process flow diagramming skills
Graduate or Postgraduate in Management / Engineering / Computer sciences

Experience: 8-10 Years
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