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ITIL process Champion-Incident Manager

Posted on Sep 29, 2021 by Infoplus Technologies UK Ltd

Dublin, Ireland
Immediate Start
Annual Salary

ITIL Process champion responsible for managing the IT processes based on industry best practices within the ITIL framework.


* 7+ years of IT operations/service management/delivery experience required
* ITIL or similar certification required and experience across various ITSM/ITIL process areas
* Able to define and map out processes around operational IT services management
* Excellent communication (English verbal and writing) skills
* Strong interpersonal skills and team orientation; willingness to work with various levels of technical and business oriented individuals
* Experience in generating reports, interpreting the data, and taking actions to drive improvements
* Knowledge of Visio
* Experience in Banking Domain.


* Acting as single point of contact for customer operational issues/concerns related to the account under his/her responsibility
* Perform various ITSM/ITIL process ownership & governance roles in the following process areas:

* Incident Management
* Service Level Management
* Change Management
* Problem Management
* Knowledge Management

* Take ownership of issues and be proactive in coordinating distributed teams to resolve issues within the specified SLAs.
* Manage/Drives periodical service reviews and scorecards with the respective stakeholders
* Follow the company IT Service Management procedures and measurements to meet quality, satisfaction and other business objectives.
* Prepare status reports and maintain document repository
* Provide effective mentoring and help to colleagues which engages, motivates them and develops an excellence culture in ITIL process management
* Build professional relationships with key business partners and peers in Service Operations functions
* Document IT processes and procedures; develop training materials; and conduct training.
* Should be ready to work Out of Office hours.
* Strong work ethic with an ability to learn on the job and work well under pressure
* Strong work organization and prioritization skills
* Contributes to the continuous improvement of the methods, productivity and quality of work produced.

Reference: 1339439771

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