- Experience
- 10–14 yrs
- Salary
- —
- Openings
- 1
- Posted
- 10 seconds ago
- Work mode
- In office
- Education
- Graduate or Postgraduate in Management / Engineering / Computer Science
- Resume
- Required to apply
Where you'll work
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Job description
Job Overview
The Cross Functional Lead will serve as the primary liaison for executing ITIL processes such as incident management, problem management, and change management. This role operates either focusing on a single customer or within a multi-vendor environment following the SIAM framework. You will coordinate with customers and various service providers across infrastructure technical services including networking, servers, VMware, and storage.
Key Responsibilities
- Act as the single point of contact for ITIL process execution aligned with customer needs and SIAM frameworks.
- Facilitate communication and collaboration among technical stakeholders for daily operations management.
- Lead ITIL process teams to meet key performance indicators and service level agreements.
- Manage crisis situations by handling critical incidents, promoting proactive problem management, and minimizing change failures.
- Maintain accurate and current Configuration Management Database (CMDB) data.
- Ensure adherence to process standards and quality requirements from both Wipro and the customer.
- Conduct internal audits and initiate service improvement plans from audit outcomes.
- Regularly report to customers on all process aspects as per contractual agreements.
Required Experience and Qualifications
- 10 to 14 years of experience working in ITSM environments managing ITIL processes such as incident, problem, change, asset, and configuration management.
- Certified in ITIL V4 MP, ITIL 2011 Expert or Intermediate, and SIAM Foundation or Architect certifications.
- Familiarity with ITSM tools like ServiceNow, Remedy, and HPSM.
- Skilled in delivering ITIL training and capable of effective team management.
- Strong presentation, verbal, written communication, and facilitation abilities.
- Ability to create documentation and process flow diagrams.
- Graduate or postgraduate degree in Management, Engineering, or Computer Science.
- Mandatory knowledge of Health Safety Security and Environment (HSSE) practices.
Additional Information
The role emphasizes reinvention and adaptability aligned with the evolving digital transformation landscape. Wipro encourages candidates inspired to develop their careers and skills in a purpose-driven and empowering environment.
Minimum education
Master's Degree