Title:  Sr Technical Lead-Cloud & Infra Engg

Area(s) of responsibility

• Standardize/Optimize ITIL® Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers
• Experience in Delivery and consulting for Change and Release Management Process.
• Experience to consult and plan for end-to-end CSM / ITSM function cum process implementation considering various business and strategic scenarios
• Reengineer existing processes and design new processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-in
• Lead functional process implementations for designed/re-designed processes using ITIL® based ITSM tools like ServiceNow®
• Work closely with ServiceNow® technical team to implement the desired processes using Agile approach
• Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material
• ITIL® Intermediate or Expert certified is preferred
• Project Management trained is preferred
• Strong customer service orientation
• Passion for analysing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement
• Comfortable with and effective using MS Office applications including Visio 
• Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow® experience is must)
• Strong oral and written communication skills with the ability to communicate technical information in non-technical language
• Proven people management skills for 8 – 10 people team
• Excellent English communication skills, both written and verbal, including business writing skills
• ServiceNow® certification is preferred but not a must
• Ability to work with all levels of client and internal resources