The IT Service Management II role is designed to support Inventory Technicians’ global operational and tactical aspects of IT Service Management. Utilizing their skills and experience the IT Service Management role will lead daily operational activities, carry out activities as assigned. They will demonstrate their subject matter expertise and provide exemplary service, training and guidance. This role will assist with the promotion and communication of the IT Service Management processes to all parties involved.
Scope:
• Applies company policies and procedures to resolve a variety of issues
• Works on problems of moderate scope
• Receives general instructions on routine work and detailed instructions on current projects
Your Roles and Responsibilities:
• At times, working a rota basis to provide triage services for problem, change, incident and escalation management.
• Participating in resolution of incidents and problems.
• Participating in projects, not only during service design and service transition, but also for CSI or operational projects.
• Supporting service deployment activities.
• Ensuring that all system and operating documentation and knowledge is up to date and properly utilized.
• Maintaining updated ITSM system documentation policies & procedures.
• Supporting major incidents ensuring coordination of resolving parties, display effective communication to stakeholders and incident review process.
• Monitoring, controlling, and supporting service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Supporting internal and third party service review meetings covering performance, service improvements, quality and processes improvement.
• Supporting continual service improvement and development projects within a global landscape.
• Supporting the definition and tracking of service measures and KPIs to underpin and manage the performance of IT services and service delivery.
• Attending and participati
📌 IT Service Management II (Hyderabad)
🏢 Astreya
📍 Hyderabad
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