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Keywords / Skills : ITIL, Incident Management, Change management

2 - 12 years
Posted: 2017-09-12

IT/ Computers - Hardware
IT/ Computers - Software
Technical Support Engineer
ERP, CRM - Support Engineer
Other Information Technology
Bachelors/ Degree
Posted On
12th Sep 2017
Job Description
a. Ensures  Client’s operation procedures and standards are in place and adapted and followed accordingly.

b. Ensures ITIL principles, procedures, processes and guidelines are injected in the day-to-day operations.

c. Ensures Ticket Management procedures which includes cross-team coordination, assignment, escalation, Incident handling and prioritization are performed.

d. Ensures resource utilization is aligned and managed

e. High-level Assessment on the SLA performance of the ITC IT SM team.

f. Monitors ITC IT SM outstanding and ageing issues relating to the SLA performance of the team.


- Mid-level Professional (3-7 Years)

- ITIL v3 certified preferred but not required

o If not certified, at least very knowledgeable

- Experience with Incident Management, Service Level Agreement (SLA) management

- Experience with SLA Reporting

- Flexible (time/tasks/availability/shifting schedule/OTs/Weekends)

- Has a positive attitude and can work seamlessly with anyone

- Drives innovation (process improvement)

- Excellent with excel/word/ppt

About Company

InnovaThink is an information technology enabled services provider who can help customers to introducing cost effective and competitive innovative solutions, processes and methodologies.

Its goal with customers and organizations is to deliver services that creates values through innovations so that they can focus more on their core businesses.

InnovaThink works as a partner with your business and IT organizations to deliver and manage using measured, cost-effective approach and solutions by using proven standards and practices.

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