Senior IT Officer
PHOENIX CONTACT INDIA PVT LTD
Total years of experience :8 years, 11 Months
ADMINISTRATIVE ACTIVITIES:-
•Managing IT operations & Service delivery for Service Desk at global level.
•Strict adherence to the process and policies associated with ITIL processes as dedicated to ITSM Role.
•Ensures conformity during Internal Audits & External Audits for IT Department
•Updating documentation involving Departmental Procedures, Work Instructions and controlling them from Management for QEMS.
•Ensuring effective and sustained IT governance.
•Works in conjunction with Purchase & commercial department for Bill processing.
•Responsible for the effective implementation of the processes and carries out the respective reporting procedure.
•Owns the process and supporting documentation for the process from a strategic and tactical perspective
•SERVICE DESK RESPONSIBILITIES:-
•Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible.
•Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements.
•Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
•Document troubleshooting steps and service restoration details to Create and submit knowledge articles(KBA).
•Escalate Major Incidents to the Incident and/or Problem Manager. Escalate unresolved incidents to external support, e.g. Software and Hardware Vendors. Liaison between IT and external support provider.
•Proactively approach for Continual Service improvements(CSI) in various ITIL Based Processes.
•Responsible for Hosting sites support project, involved in migration activities and Global ITSM Project.
•PROJECT MANAGEMENT
•Participates in creation of Policies, Documentation of processes, and Analysis of incident reports for Hosting Sites Service Operations.
•Responsible for QEMS activities as per ISO 9001, ISO 14001 & OH&S 45001 for IT Department
•Continuous Improvements applying LEAN SIX SIGMA IT principles for eliminating variation & reduce defects by focusing on flow in the process.
•Handles Escalations Globally.
•Proactive approach for Incident Mgmt, Asset Mgmt, Knowledge Mgmt, Change Mgmt, Major Incident Mgmt, Quality & Environment Management System.
•Responsible for Risk management activities
•Risk analysis
•Risk evaluation
•Risk control & monitoring
•OTHERS
•Managing IT Documents, Policy & Procedures.
•Update IT Quality Records and Follows Opportunity for improvement.
•Works in conjunction with Purchase and finance department for Bill processing.
•Quality Environment Management System.
•Mobility Device Management.
We have multiple projects delivered with strict deadlines and operation being done as part of daily job routine. As a