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Job Description
Service Improvement Consultant-BUS000000C0
Job Business and Operational Management
Primary Location IN-Bangalore
Organization Horizontal Units
Schedule Full-time
Job Level Individual Contributor
Education Level Bachelor's Degree (±16 years)
Job Type Experienced
Employee Status Regular
19 Oct 2011 05:29:00
Description
•Work with Service Operations in identifying the gaps in processes, policies and documentation..Propose and drive the training to the team
•Develop and Create Metric Development at Technical, Process and Service Level
•Strengthen interfaces Incident Management has with other processes, namely Problem , Change, Knowledge and Configuration Management
•Own and Drive Improvements with the Bangalore Service Support in accordance with organizational objectives and requirements
•Facilitate periodic and a-hoc reviews of Processes to ensure authenticity, relevance and validity of documents
•Create Templates for Audits, Escalations and Trainings
•Aware of how the new communications, collaboration and information technologies effectively support the various processes, within and between business units
• Develop checkpoints to keep tabs on the progress made vis-à-vis the workshops and new processes
•Drive trend analysis for various service lines, and design a CI framework for ensuring service support maturity
•Ensure that the team is up to date with the latest information on tools, technologies and processes. Develop training plans in accordance with the status quo
Qualifications
•ITIL Foundation and Service Management certification is must
•Strong IT Operations knowledge ; very sound understanding of Incident Management and Problem management lifecycle.
•Hands on experience of the ITSM tool is desirable
•Good Analytical & Problem Solving skills
•Good debugging/Troubleshooting skills
•Strong analytical skills
•Good hands on experience in MS Office tools like Excel, PowerPoint and Visio is must
•Good Verbal & Written Communication Skills
•Good Interpersonal skills & Positive attitude
•Good coaching skills
•Team player with focus on customer
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For Further information and apply online : http://www.nokia.com
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