Job Description:
KRA's:
- Lead IT service delivery of 24/7 service operation and KPI , aligned to ITIL/ITSM standard ( ISO 20001) across corporate & manufacturing locations.
- Drive the IT Service Excellence initiatives & manage IT Helpdesk/COE Operation
- Own & Manage End-user support related services and ensure End user support compliances.
- Work closely with IT Infra, Security & Application counterpart and ensure quality support to site/end user.
- Automate End User related support task, process.
- Manage outsources partner to ensure business service availability as per agreed SLA.
- Coordinate with functional & business stack holder.
Qualification & Experience
- BE/B.Tech in CS or IT related discipline
- ITIL Certificate is mandatory.
- 12-15 years of experience in implementing and managing ServiceDesk tools (ITSM) & processes(ITIL) for large organization. Setting up COE & IT Service delivery KPIs.
- Partner / Vendor management experience
Qualifications:
Post Graduate
Minimum Experience Level:
5-12 Years
Report to:
Assistant Vice President
