Information Technology Service Management Analyst

Quess Corp Limited; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Quess Corp Limited in Bengaluru seeks an ITIL-based Service Coordination lead to oversee incident, major incident, problem, request and change management, enhancing service quality. You will coordinate client-facing resources and partner teams to ensure adherence to service level commitments.

Responsibilities include providing high-level support for MIM processes, leading quality assurance initiatives, conducting training sessions, and driving improvements through regular bridge meetings with

Qualifications

• BA/BS degree and 4-6 years’ relevant experience OR equivalent combination of education and experience

Responsibilities

• Provides higher level support for MIM or senior level service coordination within an assigned client base as described below.
• Serves as the primary contact for inquiries and concerns related to MIM process for simple and moderately complex clients.
• Leads quality assurance initiatives and drives major incident process improvements.
• Provides training sessions to elevate the skills and proficiencies of the entire team.
• Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment.
• Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution.

Skills

ITIL

Incident management

Change management

Client coordination

Training

Education

BA/BS degree

Job description

Oversees, facilitates and administers ITIL based service support. Manages and oversees Unisys service delivery through processes, including incident, major incident, problem, request and change management with a focus on improving overall service quality. Coordinates client-facing resources and potentially client and client partners to facilitate compliance with service quality commitments.

Key Responsibilities:

• Provides higher level support for MIM or senior level service coordination within an assigned client base as described below.
• Serves as the primary contact for inquiries and concerns related to MIM process for simple and moderately complex clients.
• Leads quality assurance initiatives and drives major incident process improvements.
• Provides training sessions to elevate the skills and proficiencies of the entire team.
• Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment.
• Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution.

Service Coordination / Management:

• (a) Monitoring Changes for completeness for internal support
• (c) Reviewing and documenting RCA details for Internal support and Performing Standard Change catalogue
• (d) problem trending, and Service Request catalogue analysis.
• Facilitates process related meetings such as Daily Operations, Change Advisory Board, Problem Review Board, etc. for Regular Clients and Strategic Partners.
• Maintains high standards in written and spoken communication and during formal presentations.
• Generates and reports on progress against continuous service improvement initiatives.
• Identifies potential process improvements and makes appropriate recommendations, including if any project initiatives are required to address these.
• Interfaces with internal resources, clients and/or third-party vendors to manage ESM processes daily.
• Takes appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels) and compliance issues for Regular Clients and Strategic Partners.

Key Qualifications:

BA/BS degree and 4-6 years’ relevant experience OR equivalent combination of education and experience