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IT service delivery (Incident Management & Problem Management)
ConfidentialNavi Mumbai, Mumbai, Mumbai City18 hours ago
Job descriptionOversee the management of incidents, problems, ensuring timely resolution and minimal impact on customers. Ensure SLAs are met or exceeded and implement improvements to achieve higher levels of service quality. Conduct regular service reviews with Internal IT to ensure satisfaction and identify areas for improvement. Identify opportunities for service improvement and implement changes to increase efficiency and effectiveness. Manage service delivery metrics, reporting, and analytics to measure performance and drive improvement. Responsible for overseeing and managing high-impact incidents within an organization. Work closely with IT operations, service delivery, and other relevant departments to ensure alignment and effective incident management. Understand and support problem team to analyze recurring of high severity incidents using fish bone or 5 why technologies.
Purpose of the Role : Service Management : Manage the IT service delivery (IM, PM) team, providing leadership, guidance, and coaching to ensure excellent service delivery.
- Manage the IT service delivery (IM, PM) team, providing leadership, guidance, and coaching to ensure excellent service delivery.
- Oversee the management of incidents, problems, ensuring timely resolution and minimal impact on customers.
- Develop and manage service management processes, procedures, and documentation.
- Understanding of the process specified by the Information Technology Infrastructure Library (ITIL) process.
KEY RESPONSIBILITIES & KPIS OF THE ROLE :
Skills Required
Reporting, Analytics, It Service, Information Technology
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Incident Management • Navi Mumbai, Mumbai, Mumbai City
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