Direct Responsibilities:

 Incident, Change, problem management as per the SLAs and as defined in the procedures

 Logging all relevant Change/incident/Problem/service request details, allocating categorization and prioritization codes

 Providing first-line investigation and diagnosis

 Resolving Change/incident/Problem//service requests when first contacted whenever possible

 Escalating Change/incident/Problem//service requests that they cannot resolve within agreed timescales

 Keeping users informed of progress

 Closing all resolved Change/incident/Problem/, requests and other calls

 Conducting customer/user satisfaction call-backs/surveys as agreed

 Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

 Driving Problem management process to ensure recurring issues and critical incident root cause is correctly identified and track till closure

 Participation in GCP, IG, regulatory audits related to ITSM

 Configuration of the ITSM tool to ensure the attributes as documented in the procedures are well captured in the tool.

 Drive CAB meetings

 Ensure yearly change freeze process

Contributing Responsibilities

 Coordination across teams to communicate on the incident / problem progress

 Conducting trainings of IT staff for ITSM processes

 Capacity Management

 Audit Project Delivery

Technical & Behavioural Competencies

Good understanding of ITIL processed with excellent work experience on ITSM processes

Excellent communication and coordination skills

Specific Qualifications (if required)

ITSM Management

Working Knowledge of Broking industry

Service Now Tool / ManageEngine

Excel, Windows

Presentation