Infra Managed Service Assoc Manager

Client & Project: We are seeking a new talent to join the Information Technology Operations team where you will have the opportunity to collaborate in the project SAM_India Ops. The client is Cross Client, a company that provides diverse services across multiple sectors, focusing on delivering reliable and efficient solutions to its customers.

Responsibilities: As an Infra Tech Support Practitioner, you will be responsible for providing first and second level technical support for infrastructure, systems, and applications in both production and development environments. This role involves working remotely and onsite, following established operating models and processes. You will act as the primary interface with users and clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.

Key Responsibilities:-

Managing end to end delivery of the engagement in terms of driving deliverables, KPIs and Service improvement activities

Expertise to Configure efficient Identification and Reconciliation rules

Monitor CMDB health and resolve conflicts between authoritative data sources.

Define and maintain standard CI's, CI relationships, and CMDB Classification with relevance to the business needs.

Proficient is developing HAM, CMDB process and policies documentations

Maintain currency on policy and process documents.

Good to have knowledge to configure, develop, enhance, and implement application maps using service mapping.

MID Server configurations for Integrations & data pull (Optional, good to have)

Customizes ServiceNow configuration, including custom scripts.

Run and develop reports and dashboard as required.

Identifies Service Improvement opportunities.

Define and improve the audit & verification process; Supervise and review the execution of periodic audit.

Handling Stakeholders and conducting scheduled cadence with them

Skills requirement:-

Strong knowledge on ITAM tools like ServiceNow ITSM/HAM Pro, BMC, Flexera

Minimum 10- 12 years of experience in ITAM delivery and 10 years of experience in CMDB management.

Experience in IT Asset Management process and operational delivery environment.

ServiceNow certificate (CIS), CHAMP, CAMP, CITAM certification is a plus

Excellent communication and presentation skills.

Professional Attributes:-

Excellent communication (written and oral) and interpersonal skills

Expert knowledge in MS Office applications (Excel & PowerPoint)

Ability to work in a team environment.

Must have Skills: Asset & Configuration Management

Good to Have Skills: Analytical and Communication Skill

Educational Qualification:-

15 years of full-time education

Certification - ServiceNow CIS, Certified Asset Management Professional