ITIL Service Level Manager - L1

Wipro • Mississauga, Ontario, Canada • 9h ago

Job Description

Perform analysis of existing application issues, incidents and resolve within agreed SLAs.
Analyse the business processes and ensure compliance to all controlled processes according to business requirements.
Assist the customers stakeholders and work on designs and perform tests on all installation and configuration processes.
Coordinate with IT groups and third-party vendors and ensure effective application services to ensure smooth functioning of the applications.
Monitor and provide support to workflows and provide expert knowledge on all workflow designs.
Willingness to learn and provide inputs to enhance the existing process
Provide 24×7 operational support to business-critical apps and production practices on holidays and weekends on weekly rotational shifts.
Provide root cause analysis reports for any major incidents and work with Service Desk and Service management teams.
Enhance the investigation and problem-solving skills by owning the applications and related components.
Attend the trainings and going through the existing training modules to grasp and build the application and domain knowledge.
Monitor all alerts, highlight, and escalate the issues for all procedures and systems.
Able to understand the architectures of the system and handle the Disaster Recovery Drills.
Coordinate with various teams and raise support ticket for all issues, analyse root cause and assist in efficient resolution of all production processes.
Assist and support in achieving service area goals and objectives and provide recommendations for improved procedures.
Lead the junior team members and should be able to coach new resources
Maintain logs of the issues and ensure resolutions according to quality assurance tests for all production processes.

Wipro

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