Problem Management And IT Delivery Analyst Job in Stimulus Consulting (P) Ltd

All aspects of service delivery and support.Ownership and follow through/resolution of all service-related actions/issues arising.The preparation and maintenance of Service Level AgreementsThe preparation and maintenance of the Service CatalogueService Review Meetings with the UK based SAM and the relevant Business area ManagersCommunication with UK based Service and Delivery functionsEstablish and maintain excellent working relationships with key IT and Business staffLiaising with the Project Account Manager as required typically to ensure that operational support implications arising from projects are fully considered, planned and actionedEnsure customer complaints are followed up promptly and documentedEnsure that Less than Satisfied customer responses are followed up and documentedEnsure sufficient participation in Customer Satisfaction Surveys by the business contacts

Minimum Requirements

Minimum 2 years service management with strong emphasis on: Call, Incident and Problem Management Relationship management Contact Centre Systems and Telephony Experience in ITIL methods (preferred) Detailed Trend analysis Minimum 5 years working in an IT environment resulting in a demonstrable understanding of IT functions, processes and technology and how they inter-relateAttributes: Proficient English Speaker Strong interpersonal skills Ability to engender customer confidence Ability to priority issues and resolve conflicting interests Ability to effectively liaise with all levels of management Keen sense of ownership finding appropriate solutions and getting the job done Actively looks at the broader perspective from a customer and IT view point Facilitation / matrix management skills Negotiation skills Able to work on own initiative Willingness to travel as appropriate Process oriented Responsive, flexible and able to embrace change

BCA, B.Tech/B.E., MCA