Consultant - IT

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Manage and coordinate IT incident management processes for Flex. Maintain high customer satisfaction, drive process improvements, and ensure SLAs are met. Requires 5+ yrs IT experience with IT infrastructure knowledge and ITIL framework expertise. On-site full-time job in Coimbatore, Tamil Nadu, India.

Job description

What a typical day looks like:

Day-to-day responsibilities involves:
P1 Incident Management: Manage Services Outages for Flex.
Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
Responsible for communicating with the Incident Process Owner
Point of contact for all Major Incidents
Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
Represent the first stage of escalation for Incidents
Monitor the incidents to ensure that the Service Level Agreement are respected
Identify, initiate, schedule, and conduct incident reviews
Ensure the closure of all resolved and end-user confirmed Incident records
Prepare and publish 8D reports.
Build close relationships with Flex IT Service Owners and business/operations to ensure positive user experience in the consumption of all IT services
Liaise with internal and external IT partner to ensure that gaps in the customer experience –irrespective of where they occur in the journey – are plugged
Drive and promote customer self-service and automation of routine service requests
Customer Satisfaction: Ensure a high level of customer satisfaction by addressing customer feedback, managing escalations, and implementing improvements based on customer needs.
Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams
Conduct service performance review with IT service owners to maintain service excellence culture
Regular communication with internal stakeholder such service owners and senior IT leader to identify gaps and opportunities

The experience we’re looking to add to our team:

Any Bachelor’s / Master's Degree with 5+yrs of experience in IT.
Minimum 3 to 4 Yrs of experience in IT Infrastructure and support roles.
Knowledge of IT Infrastructure and Applications
Ability to give instructions to a non-technical audience
Excellent relationship, negotiation, stakeholder management and facilitation skills
Leadership skills, ability to motivate people
Self-motivated, organized, and able to meet deadlines
Customer-service oriented with a problem-solving attitude
Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes
Experience with ServiceNow
Energetic, innovative, and forward thinking
Excellent verbal and written communication
Rotational Shifts: 7am-4pm & 11am-8pm

Set alert for similar jobsConsultant - IT role in Coimbatore, India

Company

Flex

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 Years

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