IBM Recruits IT Graduates

ITIL Service Management Co ordinators - SO - ITD - GD

Job Description   

• Overall responsibility for the resolution of all problems and implementation of

changes

• Responsible for RCA capture, Trend Analysis, IT Availability, Bridge/Queue

Management, adherence to Change Management Policy & Procedure, Effective Incident

Management & Known Error Control & reduction of Issues & APAR

• Meet the process guidelines of supported Processes (Problem, Change, Reporting,

CIRATS, Incident, Availability, & Capacity).

• Drive Backlog Reduction, Effective queue management and ensure high-standard of

ticket quality as per the stated KPI/Target

• Effectively address all the issues in daily and weekly reviews with the customer/

SDM

• Effective use and compliance to all utilized support Tools

• Ensure complete deliverables to agreed operational activities

• Minimize the impact of problems on the availability of services

Drive proactive quality improvement

Produce weekly Problem & Change management statistics, independently generates

solutions based on analytical skills and business knowledge while analyzing client

business requirements.

Desired Profile
   
#Pre-requisites

• Bachelor’s Degree in Information Technology

• 3+ Years of Helpdesk / Technical Support / General IT experience/IT Service

Management

• ITIL Foundations Certified

• Willing to work in a 24×7 environment

#Required Skills

• Excellent verbal and written communication

• Applied Knowledge of ITIL best practices.

• Multitasking and coordination skills. Ability to co-ordinate work between teams

across geographies

• Self motivated self starter and can handle responsibilities with minimal

supervision

• Expertise on atleast one of the following disciplines: Incident, Problem or change

management.

• Should be able to Manage an IT incident escalation through to service restoration

while demonstrating ownership.

• Demonstrates analytical ability and creativity in resolving problems

• Be able to identify opportunity for and implement process improvements.

• Structured reporting skills.

• Basic Windows 2000/XP Operating Systems knowledge and Microsoft Tool Suite

knowledge

Desirable skills

• Expertise on atleast one of the following disciplines: Incident, Problem or change

management.

• Executive alerting and CAB knowledge

• DR & BCP handling skills.

• Basic understanding of Lotus Notes V7.0 Mail and Database usage

Required

* Bachelor’s Degree in Information Technology

* At least 6 months experience in IT Savvy, Basic Networking Concepts

* At least 6 months experience in Demonstrates professional knowledge of client´s

environment

* At least 6 months experience in Platform and systems development and systems/

network operations

* At least 6 months experience in Demonstrates analytical ability and creativity in

resolving

* At least 6 months experience in Client personnel to implement technical solutions

* English: Fluent

Experience   1 - 3 Years

Industry Type   IT-Software/ Software Services

Role   Customer Support Engnr/Technician

Functional Area    IT-Support, Telecom, Hardware

Location   Bengaluru/Bangalore

Keywords   Systems Development, Change Management, Incident Management,

Technical Support

If you meet the above mentioned criteria, apply online

click here

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