Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Infrastructure Service Management
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education
Support hours – 24*7 The SIAM (Service Integration and Management) Lead is responsible for governing, coordinating, and ensuring seamless integration of services delivered by multiple service providers. The role ensures that end-to-end IT services are delivered effectively, aligned with business needs, and continuously improved while driving collaboration across internal teams, external vendors, and stakeholders. Key Responsibilities: Drive the design, implementation, and continuous improvement of the SIAM operating model. Ensure alignment of service delivery with organizational objectives and customer expectations. Monitor, measure, and report on end-to-end service performance, SLAs, and KPIs across providers. Manage relationships with service providers, resolving conflicts and ensuring adherence to agreed processes. Facilitate collaboration between multiple suppliers, internal teams, and business stakeholders to deliver seamless services. Own and govern key ITIL processes (e.g., Incident, Problem, Change, Service Request, Service Catalog, Service Level Management, Release, Knowledge, Availability, Service Continuity, Service Introduction and Capacity). Ensure effective management of escalations, risks, and issues across providers. Drive accountability in root cause analysis (RCA) of escalated Problems and ensure lessons learned are embedded into processes. Lead service reviews, governance boards, and operational performance meetings with stakeholders and suppliers. Develop and maintain SIAM policies, frameworks, and documentation. Support transformation programs and transition activities, ensuring smooth onboarding of new suppliers into the SIAM model. Professional & Technical Skills: -Proven experience in Service Integration and Management (SIAM) leadership or similar roles. Strong knowledge of ITIL v4 practices and multi-supplier service models. Experience in managing large, complex IT environments with multiple service providers. Excellent stakeholder management, influencing, and communication skills. Strong analytical and problem-solving skills with the ability to resolve conflicts across teams/suppliers. Experience in governance, vendor management, and performance reporting. Ability to work in fast-paced environments with global and cross-functional teams. Availability to support escalations on a 24/7 basis, with flexibility to join during major incident escalations Additional Information: ITIL v4 Managing Professional or Strategic Leader certification. SIAM Foundation or Professional certification. Experience in regulated or global enterprise environments. Familiarity with tools such as ServiceNow or other ITSM platforms. Strong leadership with a collaborative mindset. Ability to challenge the status quo and drive process maturity. Customer-centric approach with a focus on outcomes and value delivery. Resilient, adaptable, and capable of managing ambiguity.
Bengaluru
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