About us:
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global information technology, consulting, and business process services company. Wipro started its journey in Australia over 15 years ago and with over 2,000 employees, we are committed to increase localization. We serve over 55 customers in Australia across diverse industry segments, with at least a third listed in the top 100 ASX. These include:
- Top Australian retailers, Major Key departments in Federal and State government
- Top Universities, Telecom & Utilities companies
- Top banks & insurance firms
At Wipro, we respect and value differences. We believe in cultivating a company culture that reflects the diversity of our clients and the wider Australian community, which is why we are committed to working beyond the boundaries of region, race, sexual orientation, and gender diversity. For more information about us visit https://www.wipro.com/en-ANZ/
Role:
Job Description
- Define and deploy SIAM based ITSM processes. Plan and execute the institutionalization of SIAM processes through SIAM Operating Model
- Provide ITSM process training to practitioners (Train the trainer) and refresher trainings as required
- Conduct process awareness checks from time to time to ensure the team’s process knowledge is updated and they are aware of process revisions
- Assist the account team by helping to identify and investigate process related problems, issues, and circumstances and provide recommendations, alternatives, risks, and benefits to the involved
- Conduct periodic ticket (incident, service request, etc.) audits on the agreed frequency and analyze trends
- Carve out CSI themes based on the trend analysis, Audit findings, SLM Performance, Client Feedback, transformation projects etc.
- Create a Continuous Improvement and Quality Assurance plan
- Track actions to closure for compliance and track benefits on improvements
- Ensure analysis of reporting trends and liaise with Supplier teams to identify trending patterns and action triggers
- Maintain a consolidated Risks, Assumptions, Issues, Dependencies (RAID) tracker for specific region
- Ensure generation of periodic Service Reports at overall tower level
- Excellent stakeholder management skills
- Excellent Communication skills
- Working knowledge of ITSM tools like Service Now.
- 10 years of experience in IT Service Management and SIAM
- Good understanding of metrics, SLA and report generation
- Skilled in collaborative management environment, succeeding through ownership, planning skills, regular meetings, follow-up and influencing skills
- Strong analytical, mediation and problem resolution skills.
Skill Required
- Good Communication
- ITIL Certified
- Sound knowledge of Release Management
- 4-7 years of relevant experience
What can we offer you?
Enjoy a flexible working culture, half yearly progression reviews and FREE ongoing training to help you reach your full potential and more…
HOW TO APPLY?
Apply now if you fit the profile. Salary is open for discussion. Submit your interest by applying now.
With Regards
Sushant
Please note Visa cannot be sponsored for this position. All applicants must have valid work permit to be considered for this position.
We are an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.
