ITIL Service Level Manager - L1 - #440395

Service awareness (ITIL processes) to resolve and troubleshoot the issues in business-critical applications.

• Perform analysis of existing application issues, incidents and resolve within agreed SLAs.
• Analyse the business processes and ensure compliance to all controlled processes according to business requirements.
• Assist the customers stakeholders and work on designs and perform tests on all installation and configuration processes.
• Coordinate with IT groups and third-party vendors and ensure effective application services to ensure smooth functioning of the applications.
• Monitor and provide support to workflows and provide expert knowledge on all workflow designs.
• Willingness to learn and provide inputs to enhance the existing process
• Provide 24×7 operational support to business-critical apps and production practices on holidays and weekends on weekly rotational shifts.
• Provide root cause analysis reports for any major incidents and work with Service Desk and Service management teams.
• Enhance the investigation and problem-solving skills by owning the applications and related components.
• Attend the trainings and going through the existing training modules to grasp and build the application and domain knowledge.
• Monitor all alerts, highlight, and escalate the issues for all procedures and systems.
• Able to understand the architectures of the system and handle the Disaster Recovery Drills.
• Coordinate with various teams and raise support ticket for all issues, analyse root cause and assist in efficient resolution of all production processes.
• Assist and support in achieving service area goals and objectives and provide recommendations for improved procedures.
• Lead the junior team members and should be able to coach new resources
• Maintain logs of the issues and ensure resolutions according to quality assurance tests for all production processes.

Mandatory Skills: ITIL Service Level Mgmt .

Experience: 3-5 Years .

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