Cross Functional Lead - L1

As a cross functions lead, you will be responsible for serving as the single point of contact for the execution of ITIL Processes such as incident management, problem management, change management, etc. This role is designed for a single Customer or as per the SIAM framework in a Multi-vendor Environment. Your responsibilities will include connecting, updating, and managing discussions with the Customer and other Service providers/Vendors for all in-scope infrastructure-related technical services including Networking, Servers, VMware, and storage. You should be capable of driving and collaborating with multiple stakeholders on day-to-day operations to ensure coordination across the technical towers. Your role will also involve leading the ITIL Process resources to achieve the Process KPIs and Service level targets, acting as a crisis manager during critical incidents, guiding Pro-active problem management, addressing critical issues to avoid change failures, ensuring up-to-date maintenance of CMDB, and achieving the Availability and capacity targets. You will be responsible for ensuring Process adherence, meeting the Quality norms of Wipro and the Customer, driving internal audits, defining and driving service improvement programs based on external audit findings, and reporting to the Customer on all Process areas as per the contractual agreements. To be successful in this role, you should have 10 - 14 years of experience in ITSM practice in managing various ITIL process roles such as Incident manager, Problem manager, Change manager, Asset and Configuration manager. Additionally, you should hold certifications such as ITIL V4 MP, ITIL 2011 Expert, ITIL 2011 Intermediate, SIAM Foundation/Architect Certification. Good knowledge of ITSM Tools such as ServiceNow, Remedy, HPSM, etc. is required along with the capability to deliver ITIL Trainings. Strong team management skills, inter-personal skills, presentation skills, verbal and written communication skills, facilitation skills, documentation skills, and process flow diagramming skills are essential. A background in Management, Engineering, or Computer sciences is preferred. The mandatory skill for this role is ITIL Cross Functional Service Management, and the desired experience is 5-8 years. If you are inspired by reinvention and are looking to evolve your career in a dynamic and purpose-driven environment, Wipro is the place for you. Join us in building a modern Wipro that empowers you to design your own reinvention and realize your ambitions. Applications from people with disabilities are explicitly welcome.,