The executive will take part in evaluating, planning, and deploying ITSM Process. He / She will perform Service Management activity for Client, including Service Operation / Service transition / Service Deployment & CSI. Eligibility: Must possess a good Knowledge for all ITSM Portfolios. ITIL Certification is preferred and at least 8 years’ experience in.

Responsibilities:
- Must have Good Knowledge about ITSM Portfolios.

- In-depth Knowledge about Incident Management, Change Management, Problem Management CMDB, Major Incident Management, Customer Survey Management, Knowledge Management, Service Request & Service Catalogue Management.

- Must have Good Knowledge about UAT Testing.
- Ability to work under high-pressure situations. .

- Take Charge in Major Incidents and drive towards resolution and restoring the IT Services.

- Should be able to take all calls (CAB, TAB, E-CAB, Problem Call) independently & confidently & answer queries in the call..

- Determine the Metric (RACI) by which the Services will be measured. § Review the Service Support Model for effectiveness.

- Negotiating & Reviewing SLA Expectations.
- Monitoring & Reporting on Service Performance.
- Must be good at handling Escalations.
- Effectively and efficiently delivery in Service Operation.
- Help in Driving Continual Service Improvement (CSI).

- Create user guides and instructional documents for end-users. § In charge of onboarding/off boarding users.
- Train local support team members, Relationship Managers and Clients on all ITSM processes.

As a Lead, you should be able to act as a Single point of contact for the Service Management tower in front of the customer management. Handling of day-to-day operations and take corrective actions based on the customer requirement.