13 Itil V3 Jobs

Title : Production Support Responsibilities: The company is looking for an engineer with a passion for web services development with experience. This is a terrific opportunity for an engineer interested in enabling the next generation of services and technology for the company's next-generation B2B payments and ERP platform. Your skills and experience should cover: Minimum 5+ years working experience including 1 or 2 years experience in application development Good to have 3+ years’ experience in banking/ Financial services will be an advantage Knowledge and competence in Unix, Oracle, MySQL, scripting, Java or Python programing Strong in incident management and troubleshooting skills including log analysis. Familiarly with ITIL V3 Foundation (Incident, Problem, Change) Competency in communication skills both written and verbal Competency in Microsoft Office Suite (Word, Excel and PowerPoint) Self-learner and independent The following areas are highly advantageous: Experience with Docker Experience with AWS or Google Cloud Platform Shift : Night Shift (Interested for night shift candidates can apply)

About the Job The Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require. The role is a combination of general management, service operations, and special projects. The Service Desk Manager will wear many hats - in addition to managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. They would also serve as the service-desk liaison to major business-impacting initiatives. As Global Service Desk Manager, You Will Manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements. Demonstrate a strong understanding of process, delivery, and operations management to ensure efficient and effective execution of operations. Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations. Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents. Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout. Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team. Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality. Owner of key measurements and service levels for Global Service Desk services. Responsible for ensuring all KPIs and metrics are measured and adhered to. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Deep dive into processes to identify gaps and develop strategies for improvement. Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans. Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives. Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges. Conduct annual performance evaluations for all direct reports. Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues. Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements. Responsible for supervising the team, managing team conflicts, and demonstrating quick decision-making capabilities to maintain sound team health. Review the team's performance regularly and provide necessary feedback and guidance for improvements. Plan, coordinate, and manage ad-hoc projects for the GSD team as needed. Act as a liaison between GSD and other IT and support departments. As Global Service Desk Manager, You Need Full-time Technical Graduate or relevant post-secondary degree preferred. Must have 12+ years of experience in IT service management. 5+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk. Understand processes, delivery, and operations management. 7 + years of experience working in the Service Desk under various roles. Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies. ITIL certification is desired. Additional technical certifications are an asset. Must have good logical probing, understanding, and troubleshooting skills. Must have exceptional written and oral communication skills. Technical awareness with hands-on knowledge and experience on various technologies. Positive attitude towards solving customer problems. Ability to accurately prioritize tasks and accomplish them in a timely fashion. Ability to review various processes and procedures to keep them up to date at regular intervals. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently. Strong analytical and problem-solving skills. Strong relationship-building skills, can network and work well with remote stakeholders. Excellent reporting and presentation skills. Superior attention to detail with an eye for accuracy.

Work Experience Must have 8-10 years of experience in following corporate functions in a major IT/ITES organization. IT & SaaS ops: IT Ops, Success Factor Implementation, Netsuite Functional Consultant, ERP Enterprise Lead Finance: FP&A, GL Accounting DEx Partne r ::3-6 years of Hands-on experience in process authoring, process implementation and audits. Hands on experience in implementing best-in-class frameworks / models like ISO 9000, CMMI DEV, ITIL V3 or ITIL 4. DEx Black Belt- Associate Manager/Manager : 8-10 years of Experience in working on high impact Six Sigma projects. Ability to define & write SOPs & process documents as part of QMS. t o Behavioural Competencies Customer focus Problem solving Learning on the fly Drive for result Education Bachelor Equivalent - Other PG Diploma in Management Technical Competencies Communication Capability Building / Thought Leadership EXCEL Accounting SAP Scale of Resources Managed Cultural Sensitivity

We are looking for a Service Management lead who is process oriented. Will build/transfer ITIL processes including demand, service portfolio, service catalog and service fulfilment. ITIL and Lean, Six Sigma and/or Agile/Scrum expert desired. 6-10 or more years of service management; ITIL v3 Certified (foundation as a minimum, manager or expert level desirable); Strong verbal and writing skills in order to effectively communicate information to clients and internal team members; Awareness of a number of service management tools such as BMCs IT Service Management (ITSM, Remedy); Time management skills to meet agreed targets; Experience of designing, developing and/or implementing ITIL aligned processes; Primary Skills They must knowledge/experience with Incident, MIM, Service Request, Problem, Change management and SLA reporting. Apart from these, other critical area is CMDB / Asset Management / SCAM. A Senior Service Management Consultant can be a member of a team, leading the team, assisting the lead or working independently. Secondary Skills They lead or work independently designing, developing and implementing deliverables, conducting research and performing analysis. The Service Management Consultant focuses on all of the ITIL service management lifecycle stages and a number of its processes within an outsourcing bid, consulting assignment or an implementation. They will be responsible for aspects of the overall delivery.

9-10 or more years of service management; ITIL v3 Certified (foundation as a minimum, manager or expert level desirable); Strong verbal and writing skills in order to effectively communicate information to clients and internal team members; Awareness of a number of service management tools such as BMCs IT Service Management (ITSM, Remedy); Time management skills to meet agreed targets; Experience of designing, developing and/or implementing ITIL aligned processes; Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details; Facilitation skills to lead requirements gathering workshops and provide training to clients and internal team members; Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members; Primary Skills They must knowledge/experience with Incident, MIM, Service Request, Problem, Change management and SLA reporting. A Senior Service Management Consultant can be a member of a team, leading the team, assisting the lead or working independently. They lead or work independently designing, developing and implementing deliverables, conducting research and performing analysis. Secondary Skills Apart from these, other critical area is CMDB / Asset Management / SCAM The Service Management Consultant focuses on all of the ITIL service management lifecycle stages and a number of its processes within an outsourcing bid, consulting assignment or an implementation. They will be responsible for aspects of the overall delivery.

Position Summary Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery. Delivering IT service standards through implementing process, standards, service metrics for IT. Responsibilities Maintain Service management tool to manage service workflow for Infrastructure, Security and Application topics Oversee and manage critical incident response and day to day ITSM processes including Incident, Problem, Change, Config and Release Management Conduct regular touchpoint calls with technicians to identify patters (e-g., multiple incidents requiring a problem ticket to be created, RCA to be conducted and problem resolved) Ensure the technicians are documenting solutions in the ITSM tool Review ITSM related contracts, services, and SLAs Ensure all changes go through the CAB meetings with approach to changes including the process of roll back is well documented. And, ensure that there are no incidents arising out of planned changes. Create and utilize analytics and insights through ITSM data to drive continuous improvement across all functions and regions Educate and act as an advocate for ITSM practices and train the users Participate in audits and compliance, when required Be as a glue between different teams Infrastructure, Security and Applications Creative and strategic thinking — and the agility necessary to master both the daily hands-on analysis and the big picture strategy Self-starter who sets aggressive goals and is driven to succeed both personally and professionally; focused on productivity; deeply committed to quality and integrity Manages work well, establishes timelines and clear priorities Full availability while managing critical issues affecting business due to IT downtimes. Work Location - Guindy Interested candidates can send rseumes to dshethiya@gradiant.com

Job Purpose/summary The Head of End-user support is responsible for ensuring that Maersk has a world class support experience across our 624 Branch offices, +500 Warehouses and second to none support for Remote Workers in a post COVID Remote First world. You will be transforming the on-site support capabilities enabling better end-user productivity and make this area a differentiator for Maersk to attract top talent. You will be the ears on the ground both driving product adoption and drive feedback loops back to the central product teams to drive Continuous Improvements. You will need to be a visible driving force on values, thought Leader in the End-user space and have high degree of followship. You are seen as a recognised Leader in leading global teams across +88 countries with local regulations and complexities. You will be driving global standardisation with high degree of automation and self-service, while retaining a high Voice of Customer. Key responsibilities Responsible for +200 employees in 88 countries. Responsible for delivering a world class support for our +80K employees around the globe. Working with the product teams to understand their pain points and Consult on better solutions to enable end-user productivity. Ensure that solutions are supportable in a scalable way without significant human intervention. Carry out risk assessment and reporting. Engage with regional key stakeholders to align business plans with the team structure. Developing end-to-end business cases for transformation. Primary internal stakeholders Customer Service Regional Leads Platform Portfolios HR Primary external stakeholders Microsoft. Required experience 15 years demonstrable expertise in End-user space running global teams. 10+ years working within a support function. 15+ years demonstrable IT Infrastructure knowledge across a wide range of technologies. Beneficial experience ITIL V3 Prince2 LEAN, Six Sigma Technical skills Expertise with Enterprise collaboration tools like Office 365 or Google Docs. Enterprise Voice and Contact Centre platforms. Industrial components like label printers, RF guns. Business skills Excellent written and verbal English Collaboration and Teamwork essential Ability to multi-task Strong analytical skills Strong Stakeholder management Strong business Acumen at Exec level Financial acumen and budget Management Personal profile Strong sense of ownership Innovator and driving transformation. Analytical thinker, but able to execute change. Strong interpersonal and communication skills Proactive and Calm under pressure Key measures Capability transformation End-user VoC Customer VoC Operational Excellence, MTTD, MTTR, The role is open for Bangalore/Pune/Mumbai

Essential skills: Proactive, positive, self-starter and team player with a skill of continually improving processes Ability to work in a team-based, collaborative environment and a passion for contributing to the creation of a world class customer success function Track record of working in a customer-facing environment Ability to digest complex data and relay it to users in a manageable, clear and concise way Excellent presentation and meeting facilitation skills including small to medium groups Experience in Customer Service is essential. Experience of operating in high pressure and fast-moving environments Excellent organisational skills. Service Level and Customer experience level Management experience Good computer skills and the ability to use business support software and ITSM tools. Strong teamwork skills and attention to detail. Advantageous skills: Experience with Freshdesk Experience with Topdesk Experience with Connectwise Experience working in the legal sector Experience with Service Now

Location/s: Bengaluru Relocation supported:Within country; Not supported, but internal applications are welcome Recruiter contact: Supriya Yadavalli Mott MacDonald Were a global engineering, management, and development consultancy Our purpose is to improve society by considering social outcomes in everything we do, relentlessly focusing on excellence and digital innovation, transforming our clientsbusinesses, our communities and employee opportunities, A fundamental part of this is respecting each persons differences and striving to meet their needs, We are proud to be a one ofGlassdoors top employersto work for in the UK, as well as being recognised as aTop Inclusive Companyin the UK, Our values:Progress , Respect , Integrity , Drive , Excellence , Overview Of The Role Working closely with the 4th line Productivity Applications team, you will help to resolve incidents, problems and assist with implementing change, This role will be based in one of our Global IT Operations Centre based in either India or United Kingdom The Productivity Applications Team play a pivotal role in ensuring that our applications perform to a high level while adhering to Mott MacDonald's policies and procedures, Key Duties And Responsibilities Include Provide support to Productivity Applications team, Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication, Work closely with the wider Applications teams helping to define support requirements and improvements to service across Productivity Applications, Act as a technical support analyst within the team for complex support issues and critical situations in the owned technology areas Assists in improving the Productivity Applications team, proposes and drives forward improvement initiatives, Identify problems through analysing incident patterns and suggest enhancements to continually improve our services, Understand the critical needs of the business and escalate urgent issues to minimise the impact to the business and employee productivity, Ensure the IT solutions we deliver comply with Mott MacDonald standards, policies and any regulation; this includes adhering to our internal governance, Essential Candidate Specification: Degree or equivalent relevant qualification in an IT related discipline or relevant industry experience, Knowledge of the Microsoft 365 components and how they interact with one another, Experience of SharePoint Online and MS Teams Administration, Experience in supporting MS Exchange Online Excellent verbal and written English communication skills, Exceptional customer service skills, Experience in a service desk support role, ideally working to SLAs, Desirable Knowledge of ITIL Service Management best practices, ITIL V3/V4, Experience of data migration tools such as ShareGate, Experience running PowerShell scripts for administration purposes, Experience in ServiceNow or similar ITSM Tools Experience of OneDrive, Power Apps, Power Automate and Power BI Experience of working in a global organization, Personal Attributes Passionate about technology and learning, Ability to balance demands and priorities and think clearly under pressure, Attention to detail and a focus on quality, Excellent conflict resolution, communication, and collaboration skills, Logical and analytical approach to solving problems, We Can Offer (subject To Companys Policy) Agile and safe working environment Competitive annual leave and sick leaves Group incentive scheme Group term life insurance, Workmens compensation and Group medical insurance coverage Short and Long-term Global employment opportunities Global collaboration and knowledge sharing Digital Innovation and Transformation Equality, diversity and inclusion We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute, Agile working At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments We embrace agility, flexibility and trust, Location(s): Bengaluru, KA, IN Contract Type: Permanent Work Pattern: Full Time Market: Various Discipline: Information technology Job Ref: 8314 Recruiter Contact: Supriya Yadavalli

Years of experience 3+ Years Strong Hands-on Experience in Shell ScriptingProficient in writing and debugging shell scripts for task automation, job scheduling, and system maintenance. Control-M administration experience as Level 2/3 level for complex infrastructure and environment. Ability to schedule jobs, monitor and correct the issues related to backups, applications, file transfers, etc. Handled Priority 1 and critical issues related to Control-M. Knowledge on integrations using plugins and API based connections with other infrastructure services. Setup and maintain high availability of the Control-M environment of a large infrastructure environment. Ability to maintain, upgrade and patch the Control-M environment and suggest recommendation for value addition. Document technical solutions and build SOPs for the monitoring team. Knowledge on Linux, Unix and Windows environment is mandatory. Should have Excellent communication and interpersonal skills; helps contribute to timely completion of project deliverables well short of schedule Rich exposure in automation & programming through UNIX shell scripting, Python or any other scripting language is added advantage Analytical skill to understand user requirements, procedures, and problems to automate processing or to improve existing job flows and schedules systems Knowledge on ITIL and Certification preferred. Knowledge on ServiceNow ITSM tool Basic understanding of scripting and batch knowledge Very good understanding of ITIL V3 Fundamentals Fair knowledge of Windows, Linux & Mainframe operating systems Good foundation of networking concepts Nice to haveKnowledge & experience working with different automation tooling within IT Operations Very good communication & coordination skills Very good analytical thinking and problem-solving abilities (ref:hirist.tech) Show more Show less

Do RESPONSIBILITIES Ensure each and every Change is recorded and approved before implementation. Ensure Change are categorized and are approved as per the defined Process based on the Change category Standard, Normal, Expedited, Emergency Convene and chair CAB meetings, circulate the MOM of the CABs Ensure no Unauthorized change is implemented which may potentially impact the Production Ensure Periodical audits in place as per Wipro and Customer process and the close the Audit-gaps in the agreed timelines. Report the Management on the agreed Change KPIs and ensure effective change communication in place Ensure Change implementation done as per the Implementation Plan with no manual errors through setting up 4-eye review for each of the Changes Ensures each of the Change is assigned with the Risk involved and ensure Wipro and Customer Processes are followed in case of High-risk / High-impact Changes Conduct Post Implementation Reviews and validate the change status against the defined Change success criterion Bring in Service improvements to improve the overall Process maturity KEY SKILLS AND COMPETENCIES 8-10 years of ITSM experience in Change and other processes ITIL V3 / 2011 Foundation or Intermediate certification Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors Effective Communication skills Mandatory Skills: ITIL Change Mgmt.

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : ServiceNow Human Resource Service Management (HR) Good to have skills : Servicenow Tools Administration Minimum 7.5 year(s) of experience is required Educational Qualification : Engineering with ServiceNow Certification Summary :As a ServiceNow HR Application Designer, you will be responsible for assisting in defining requirements and designing applications to meet business process and application requirements. Your typical day will involve working with ServiceNow HR Service Management (HR) and collaborating with cross-functional teams to ensure successful cloud migration and implementation. Roles & Responsibilities:A:Designing complex workflows, SLAs, Security Rules, UI Components (Service Portal, Classic UI and Agent Workspace), UI actionsB:Working on inbound and outbound Integrations (Scripted REST APIs, Integration Hub)C:Working with Business Analysts, Product Owners, and various business users on refining business requirements.D:Translating business requirements into technical user storiesE:Leading development team - supporting individual Dev work, performing code reviews, tutoring junior colleaguesF:Trouble shooting complex technical issues ranging from Integrations, Data Imports, Process Flows etc. Professional & Technical Skills:A:Hands-on experience on the modules:HR Service Delivery, Knowledge Management, Service Catalog Management, Request fulfillment process etc B:Knowledge on ITIL v3/v4 foundation and Service Management processes C:Any SN Service Management Related Implementation Specialist certification (HRSD / ITSM / CSM) D:Prior experience on ServiceNow instance upgrade from one family to otherE:Strong SN server and client-side API knowledge.F:Experience in designing and implementing custom Scripted REST APIsG:Experience in creating technical documentation, diagrams, charts Additional Information: The candidate should have a minimum of 7.5 years of experience in ServiceNow HR Service Management (HR). The ideal candidate will possess a strong educational background in software engineering, computer science, or a related field, along with a proven track record of delivering successful cloud migration and implementation projects. This position is based at our Bengaluru office. Qualifications Engineering with ServiceNow Certification

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : ServiceNow Human Resource Service Management (HR) Good to have skills : Servicenow Tools Administration Minimum 7.5 year(s) of experience is required Educational Qualification : Engineering with ServiceNow Certification Summary :As a ServiceNow HR Application Designer, you will be responsible for assisting in defining requirements and designing applications to meet business process and application requirements. Your typical day will involve working with ServiceNow HR Service Management (HR) and collaborating with cross-functional teams to ensure successful cloud migration and implementation. Roles & Responsibilities:A:Designing complex workflows, SLAs, Security Rules, UI Components (Service Portal, Classic UI and Agent Workspace), UI actionsB:Working on inbound and outbound Integrations (Scripted REST APIs, Integration Hub)C:Working with Business Analysts, Product Owners, and various business users on refining business requirements.D:Translating business requirements into technical user storiesE:Leading development team - supporting individual Dev work, performing code reviews, tutoring junior colleaguesF:Trouble shooting complex technical issues ranging from Integrations, Data Imports, Process Flows etc. Professional & Technical Skills:A:Hands-on experience on the modules:HR Service Delivery, Knowledge Management, Service Catalog Management, Request fulfillment process etc B:Knowledge on ITIL v3/v4 foundation and Service Management processes C:Any SN Service Management Related Implementation Specialist certification (HRSD / ITSM / CSM) D:Prior experience on ServiceNow instance upgrade from one family to otherE:Strong SN server and client-side API knowledge.F:Experience in designing and implementing custom Scripted REST APIsG:Experience in creating technical documentation, diagrams, charts Additional Information: The candidate should have a minimum of 7.5 years of experience in ServiceNow HR Service Management (HR). The ideal candidate will possess a strong educational background in software engineering, computer science, or a related field, along with a proven track record of delivering successful cloud migration and implementation projects. This position is based at our Bengaluru office. Qualifications Engineering with ServiceNow Certification