Service Delivery Lead
Vor 7 Tagen
Zurich, Switzerland
- 2937846
**Job Description**:
- IT Level -1 Support Service Manager/Shift Lead [Mid Senior]- Competency- Must Have/ Good to Have- Evaluation Parameters- Evaluator Comments- Scale Rating on 5 [Wipro]- Scale Rating on 5 [CS]- Experience- Must Have- Experience leading a team of geographically dispersed resources to deliver technology projects on time.
- Strong organizational, problem solving and analytical skills.
- Strong interpersonal and communcation skills
- experience with ITIL processes.
- Good To Have- ITIL certification
- Knowledge of banking and finance domain
- Operations- Must Have- Should act as an escalation point of contact; ensuring appropriate resources are engaged in timely action and proer traction.
- Managing shift patterns.
- Driving Continuous Service Improvements
- Initiate, build and sustain productive relationships.
- Create and open, honest, collaborative team environment.
- Strong customer orientation and ability to manage expectations.
- Synthesize and communicate project issues on an ongoing basis, manage awareness of major IT/business issues, help prevent esalations wherever possible.
- Good To Have- Continuous improvement to the ticket formats, ticket analysis and waste elimination.
- Agile working experience
- Technical Kowledge- Must Have- Deep understanding of the ITIL processes.
- experience working with scheduling tools like Contorl-M.
- Good understanding of SQL.
- Exposure to ITSM tools such as Service now.
- Good knowledge of Incident, Problem and Change management.
- Good To Have- Exposure to Big Data/ETL/Cloud technologies
- Thought Leadership- Must Have- Make clear decisions on project issues, Managing customer expectations/relationships, delivering value, providing leadership and guidance, partnering with peer team members.
- ITIL Incident Mgmt
- #LI-MG7
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