Senior Staff Engineer, Delivery ITIL

You are an experienced professional with over 10 years of total experience, particularly in IT support projects at L1 & L2 levels, with at least 3 years in a service manager or lead role. You possess excellent verbal and written communication skills, enabling effective interactions with both clients and technical teams. Your expertise includes incident management, problem management, and service monitoring, along with hands-on experience with ITSM tools such as ServiceNow and BMC Remedy. You are well-versed in ITIL processes and frameworks and exhibit strong analytical, reporting, and documentation capabilities. Additionally, you have worked with Jira and Confluence and have practical experience with cloud platforms like AWS, Azure, or GCP. Your ability to thrive in a fast-paced environment while focusing on service quality and improvement is commendable. Your background in project management, consulting, cross-group collaboration skills, and technical development further enhances your profile. Your responsibilities include prioritizing client satisfaction, adopting a consulting mindset to offer solutions proactively, and engaging with project/service stakeholders to align deliverables with predefined business case benefits. You will be tasked with planning, organizing, and overseeing projects to deliver high-quality business solutions, defining project/service scopes, managing goals, risks, issues, and resources throughout project lifecycles. Mentoring and managing team members, ensuring adherence to governance, process standards, and best practices, reporting key metric statuses, and identifying opportunities for cross-selling or upselling Nagarro's offerings are also part of your role. To qualify for this position, you should hold a Bachelor's or Master's degree in computer science, Information Technology, or a related field.,