IT Service Management Lead

Purpose of the Job

Develop and Improve IT Service Management (ITSM) processes Incident.

Job Responsibilities

  • Manage the Helpdesk & NOC Team of 6 members.

  • Promote service ownership by establishing a service CatLog, a Service Level

  • Management process, and a Service Portfolio Management process.

  • Integrate and support 24x7x365 systems availability and performance through effective

  • Incident, Release, and Service Level Management processes clear executive communications, and service recovery activities.

  • Integrate Incident Management and Problem Management process into Tools (Jira)

  • Establish Knowledge Management as a core practice within IT, including a repository
    of knowledge, the practice of managing knowledge through iterative changes, and the sharing of knowledge to different levels of the organization.

  • Enable continual service improvement through the effective use of metrics and key performance indicators.

  • Review of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events

  • Experience with Confluence, JIRA.

  • Good knowledge of application and IT systems at all layers including commercial

  • software, cloud-based, and custom applications, middleware, operating systems, databases, servers, networks, and virtualization technologies.

  • Strong understanding of business objectives, drivers and principles, and how they relate to technology solutions

Educational Qualification :  Bachelor Degree

Skill Competencies : 

  • Good experience or understanding of the ITIL V3 service management disciplines within the context of service development and service operations 

  • Document our current process workflow and operational environments where possible to deliver services faster. 

  • Experience with the DevOps model.
    Experience implementing cross-functional process improvements and delivering excellent results 

  • Strong experience with the Google Suite, including the ability to build and maintain
    business reports and plans.

Experience : 4 ~ 6 years

Apply Now

Describe your related work experience
*Long term volunteer minimum commitment - 1 Year
*Poornanga minimum commitment - 3 Years. Click Here to know more.
Click Here to view the Privacy Policy