Job Description

Senior Associate (C2) A subject matter expert in one or more areas like IT Service Management, ISO 20000 or CMMi-svc with working knowledge and understanding of Lean, Six Sigma will be an added advantage. Should have engage with Customers Delivery l eaders for Service Management assessment, process implementation. # Ensuring implementation of quality process and frameworks # Spread awareness on standards and quality methods in identified projects. # Instill process adherence, metrics-based SLA KPI delivery and drive improvements # Publishing quality dashboard and conducting periodic process reviews # Understanding ticket workflow and technical concepts of Infrastructure managed services # Track action planning & improvements # Track daily SLA KPI compliance and Enable Service Improvements # Conduct of ticket voice call audits and identify floor operations gaps for improvement Key skills required: # Knowledge of QMS and Process Management # Working knowledge to ISO 9000 20000, ITIL # Good expertise on service management process assessment, definition and deployment - at least Incident, Problem, Change management # Working knowledge on ITSM tools like ServiceNow, Remedy, etc. # Excellent communication and presentation skills # A bility to build rapport with teams at the operations layer # Working knowledge of Internal and External Audits and Assessments # Very strong written and verbal communication # Planning and organization skills. Experience Levels: 5-8 years of experie nce in the IT industry as part of infrastructure managed services or part of Quality function in the BPO sector Educational Qualifications: A Bachelors Degree from reputed institutions Certifications # ITIL foundation certifications (Mandatory) # ISO 20000 9000 Auditor certification (Desired).

Job Requirements: Lean Six Sigma, Incident Management, Managed Queue

Job Type

Full Time

Location

BANGALORE

Mandatory Skills

• Lean Six Sigma