Grab the opportunity to work with a globalised and powerful company. We work with 89 of the Fortune Global 100. As of 2022, we have been recognized among Fortune's World's Most Admired Companies for 20 consecutive years. And that's just the beginning. Our values shape the culture of our organization and define the character of our company. We live the core values through individual behaviors. They serve as the foundation for how we act and make decisions.The post-digital age shows no signs of slowing down. And the need for rapid business transformation has never been greater. We meet clients wherever they are on their paths to change—in every industry across the globe—and partner with them to create lasting value in every direction.

JOB DESCRIPTION

• Good communication skills (oral and written)
• Accountable for one or several ITIL processes such as Incident Management, Change, Problem and Request Fulfillment
• Major Incident Handling and critical project support. Understanding of the issue, develops Incident models for issue resolution, assessing the business impact, co-ordinate with stakeholders and support teams on the bridge, track and drive actions, co-ordinate for SME and Supplier support, manage communications to internal and delivery stakeholders
• Monitors and drives SLA targets within the internal and external teams
• Generate pending Incident / Request report, prioritize based on aging / impact / customer dissatisfaction and drive for closure
• Monitor the volume of incidents / requests, their Fulfillment, pending requests, complaints and escalations
• Conducts daily, weekly and monthly reviews for service improvement
• Escalates issues to Management when required
• Basic Understanding about Datacenter, Public Cloud, Windows and Linux OS, ESX, HX and Networks
• Knows how to use ServiceNow and/or BMC Helix
• Good reporting, analytical and presentation skills. Knows how to use automation tools (VBA, Java, Blueprism, automation Anywhere) or analytic tools (PowerBI, Tableau) is an edge.
• ITIL certified
• Should be able to lead, direct and manage the workload for a small team by distributing work and delegation of tasks as per priority.