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BlueYonder - Technical Consultant - Major Incident Manager / Problem Manager / ITIL
BLUE YONDER INDIA PRIVATE LIMITEDCoimbatore, India14 days ago
Job descriptionMinimum of 3 years' experience in Service Management role, customer facing role. Minimum of 3 - 7 years' experience in a service delivery organization or in technical leadership role expert in managing, evaluating performances, SLAs, OLAs etc. Thorough knowledge of Change, Incident and Problem Management Lifecyle end to end, process execution, key metrics, performance improvement plans. Worked in the core Infrastructure cloud based services environment Experience handling calls, chair meetings, help delivery teams in determining the cause, fix and monitor the reoccurrence of the problem Expert developing and maintaining problem and error control systems Demonstrable ITIL process execution and knowledge of all disciplines Creative thinking to create ideas, designs, approaches to convey messaging in the most effective and engaging way Must be ITIL Foundation certified and good Knowledge of Lean Six Sigma Methodologies Excellent verbal and written communication skills - Immediate Joiners preferred Incident Management(End to End) Problem Management Change Management ITIL Leading Bridge Calls Knowledge Management Performance Management Process Enhancement / Transformation Training & Development SaaS, Cloud knowledge will be a plus point
Responsibilities :
- Raising Incidents and managing Incidents - Ensuring closure within SLA
- Leading Bridge Calls end to end.
- Performing periodic reviews of the Cases and working with customer and internal teams to get the incidents resolved
- Planning and executing Release and Change management processes
- Ensuring the team meets Problem Management Objectives -
- Preparing monthly reviews for customer
- Assisting delivery teams in compliance with Blue Yonder Global Delivery Processes
- Drafting process documents and maintaining the documents
- Suggesting changes to existing practices
- Governing and Reviewing the correctness and accuracy of process execution
- Preparing reports as per defined frequency in scope
- Identifying and initiating improvement projects on the business requirements
Desired skills and experience :
Primary Skillset :
(ref : iimjobs.com)
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Technical Consultant • Coimbatore, India