Hi, My name is Bhavanesh Eamani and I work for Agile Enterprise Solutions, Inc. a leading Consulting firm. In case this job does not match your profile and you know somebody, who can fit into this role, kindly forward this mail to them. Job Title : ITIL Cross Functional Service Management (L2) Location : Tulsa, OK Duration : 12+ Months. Primary skills : -
- Decent understanding on the Application Development Life Cycle preferred.
- ITIL Intermediate – Service Operations (v3) /Equivalent v4 Certification preferable
Job description : -
- Experience in handling Critical Incident Handling(Mandatory) & Incident Management process activities in accordance to ITIL Best Practices framework.
- 6-8 Years of Experience required in handling the Incident Process, end to end.
- ITIL Foundation Certified.
- Experience in handling Critical Incidents/Major Incidents, driving the technical bridge, coordinating for the right resources and navigating the critical incident towards faster resolution.
- Ability to work with technical teams, communicate effectively, drive the incident management objectives across the teams.
- Ability to Interface with Problem Manager, support the root cause analysis exercises, feed inputs to corrective and preventive actions during CAPA calls.
- Ability to Interface with Change manager, feed inputs to Change Advisory Board (CAB) on the potential incidents using the known errors from the past.
- Service reporting/Contribute to the Service Delivery Reports and participate in Client reviews, provide inputs/justifications on the incidents.
- Analyse the incidents, perform the Root cause analysis, propose process improvement areas and drive the continual service improvement initiatives.
- Interface with offshore counterparts, and ensure the continuity in the process delivery (Shifts might be necessary, to handle the 24x7 requirement for handling P1 Incidents)
- Ensure all the life cycle activities on the incident are performed religiously.
- Experience in working on ServiceNow ticketing tool preferred.
- Generate Aging, MTTR, and other defined KPI reports related to Incident Management to identify the process improvements.
- Train/coach the technical team on the Incident process, ITIL best practices to address gaps in process adherence.
Thanks & Regards Bhavanesh Eamani PH : 9724400073 Agile Enterprise Solutions Inc. Email: bhavanesh_Eamani@aesinc.us.com || www.aesinc.us.com Note : If you have received this mail in error or prefer not to receive such emails in the future, please reply with "REMOVE" in the subject line and the email id(s) to be removed. All removal requests will be honored ASAP. We sincerely apologies for any inconvenience caused | | | |
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