Job Details

Job Title - Functional Services Analyst

Location - Remote

Employment Type - FTE

Job Description -

• We want someone who manages the following ITIL processes with at least 6-8 years of exp on the following: Major Incident, Problem, Change, Release, Incident Management, Service Level Management.
• As a cross functions analyst, you should act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, major incident management, release management and service transition etc.
• Prior working experience of handling foresaid processes preferred.
• Capable to connect, update and manage discussions with the Customer for all in-scope infrastructure (Network, Compute, ServiceDesk etc) and Application maintenance (ERP, BI, perforce applications)
• 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 product catalogue.
• Major incident management is a key focus. Drive RCA and related improvements into closure.
• 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 to the Customer on all Process areas as per the Contractual agreements.
• ITIL4 certification preferred.
• Strong Communication Skills - verbal and written
• Team Player, ensure availability to support Customer Site for 24*7*365 as team
• Ready to work on rotating shifts - oncall - weekend