Sr Associate, ITSM Service Delivery, Governance
On-sitePune, Maharashtra, India
Job Summary
Maintain Service Availability Framework practices, controls, KPIs, and artifacts to ensure service delivery meets Technology targets and Business/Client SLAs. Manage the Service Availability In-Sight Portal, engage stakeholders for accurate slicer data, and deploy the Service Level & Availability Management practice across the IT organization. Define and optimize availability controls, reporting, and recovery designs to reduce Major Incident frequency and duration, while creating forward-looking availability plans with stakeholders. Monitor actual IT availability against targets, identify shortfalls, and execute corrective actions using Service Now, CMDB, and analytical tools like PowerBI and SQL.
Required Qualifications
- ITIL accreditation or Computer Science or equivalent, or a related discipline
- At least 6+ years of experience, as a Service Delivery specialist/member or an equivalent combination of education and work experience across the ITIL capabilities, Incident, Major Incident, Request, Problem, Release, Change, Capacity and Configuration
- Experience of operating with a high level of autonomy, and proactiveness while still working as part of a team
- Experience in using Service Now/CMDB to levels of extracting data and providing Dashboards
- Technical expertise in working with Excel (pivot tables)/Service now/ADO/PowerBI/PPT/MIRO/SQL Sequel scripting/Confluence/Sharepoint/Dashboard creating and reporting
- awareness in AI and automation
- possess good interpersonal skills for written, oral and face to face communications
- possess skills in influencing and negotiation methods and techniques
- have the ability to understand how the IT technology supports the business
Desired Qualifications
- to have a good understanding of the ITIL disciplines
- to have a tooling awareness and automation driven
- to have practical experience of defining process workflows
- to have practical experience of continuous improvement methods and techniques
- to have a good understanding of statistical and analytical principles and processes
- have an analytical mindset, build and report on key metrices to baseline and seek improvements where necessary
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