Cross Functional Lead

3 months ago

Toronto, Canada Wipro Limited Full time

Overview:
**Do**
- Job Description:_
- _ As a cross functions lead, you should act as a Single point ofcontact for the execution of ITIL Processes like incident management,problem management, change management, etc. designed for a singleCustomer or as per SIAM framework in Multi-vendor Environment _
- _Capable to connect, update and manage discussions with theCustomer and other Service providers / Vendors for all in-scopeinfrastructure related technical services viz., Networking, Servers,VMware, storage. _
- _Capable to drive and collaborate with multiple stakeholders onday to day operations to bring in coordination across the technicaltowers _
- _Lead the ITIL Process resources to achieve the Process KPIs andService level targets. _
- _Act as a crisis manager during the occurrence of criticalincidents, guide Pro-active problem management, address critical issuesto avoid change failures, ensure up-to-date maintenance of CMDB,achieving the Availability and capacity targets _
- _Ensuring the Process adherence, meeting the Quality norms ofWipro and the Customer _
- _Driving the internal audits, define and drive serviceimprovement programs based on the external audit findings _
- _Report the Customer on all Process areas as per the Contractualagreements. _
- _ _
- _Experience/Skills:_
- _ 14 YEARS Experience in ITSM practice in managing various ITILprocess roles, viz., Incident manager, Problem manager, Change manager,Asset and Configuration manager. _
- _ITIL V4 MP / ITIL _
- _2011 Expert / ITIL 2011 Intermediate Certified, SIAM Foundation/ Architect Certification _
- _Good Knowledge of ITSM Tools; ServiceNow, Remedy, HPSM, etc._
- _ Capability to deliver ITIL Trainings _
- _Excellent team management skills and inter-personal skills _
- _Excellent Presentation skills, verbal and written communicationskills and facilitation skills _
- _Good documentation and process flow diagramming skills _
- _Graduate or Postgraduate in Management / Engineering / Computersciences_

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