Cross Functional Lead - L2

Wipro

Coimbatore

On-site

INR 1,200,000 - 1,800,000

Full time

14 days+

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Job summary

A leading IT Services and Consulting company is seeking a cross functions lead in Coimbatore. The role involves managing ITIL processes across a multi-vendor environment, ensuring service quality, and leading teams to achieve process KPIs. Ideal candidates must have extensive experience in ITSM practices, excellent communication skills, and the ability to manage crises effectively.

Qualifications

10 - 14 years of experience in ITSM practice managing various ITIL process roles.
ITIL V4 MP/ITIL 2011 Expert/ITIL 2011 Intermediate Certified.
Capability to deliver ITIL Trainings.

Responsibilities

Act as point of contact for execution of ITIL processes.
Lead ITIL process resources to achieve KPIs and service targets.
Drive service improvement programs based on audits.

Skills

Team management

Verbal communication

Written communication

Presentation skills

Documentation

Process flow diagramming

Education

Graduate or Postgraduate in Management/Engineering/Computer sciences

Tools

ServiceNow

Remedy

HPSM

Job description

Do
Job Description:
• As a cross functions lead, you should act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, etc. designed for a single Customer or as per SIAM framework in Multi-vendor Environment
• Capable to connect, update and manage discussions with the Customer and other Service providers / Vendors for all in-scope infrastructure related technical services viz., Networking, Servers, VMware, storage.
• Capable to drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the technical towers
• Lead the ITIL Process resources to achieve the Process KPIs and Service level targets.
• Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets
• Ensuring the Process adherence, meeting the Quality norms of Wipro and the Customer
• Driving the internal audits, define and drive service improvement programs based on the external audit findings
• Report the Customer on all Process areas as per the Contractual agreements.

Job description:

Job Description

Experience/Skills:
• 10 - 14 YEARS Experience in ITSM practice in managing various ITIL process 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 communication skills and facilitation skills
• Good documentation and process flow diagramming skills
• Graduate or Postgraduate in Management / Engineering / Computer sciences

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Mandatory Skills: ITIL Service Level Mgmt .

Experience: 8-10 Years
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Seniority level