About the organization:

Gradiant is a global solutions provider and developer of cleantech water projects. 

At Gradiant, we specialize in developing and implementing advanced water treatment technologies that address some of the most pressing global water challenges.

We have the broadest range of differentiated end-to-end solutions and know-how to solve the world’s most important water challenges, with focused expertise in water reuse, resource recovery, waste minimization, & digital solutions. We design, build, and operate water treatment facilities for the world’s most important industries, including semiconductors, pharmaceuticals, food & beverage, and renewable energy. In India, we are headquartered in Chennai with a dynamic team of 80+ employees and serve our clients in South Asia across multiple applications and segments.

Key Responsibilities:

• Maintain Service management tool to manage service workflow for Infrastructure, Security and Application topics
• Oversee and manage critical incident response and day to day ITSM processes including Incident, Problem, Change, Config and Release Management
• Conduct regular touchpoint calls with technicians to identify patters (e-g., multiple incidents requiring a problem ticket to be created, RCA to be conducted and problem resolved)
• Ensure the technicians are documenting solutions in the ITSM tool
• Review ITSM related contracts, services, and SLAs
• Ensure all changes go through the CAB meetings with approach to changes including the process of roll back is well documented. And, ensure that there are no incidents arising out of planned changes.
• Create and utilize analytics and insights through ITSM data to drive continuous improvement across all functions and regions
• Educate and act as an advocate for ITSM practices and train the users
• Participate in audits and compliance, when required
• Be as a glue between different teams – Infrastructure, Security and Applications
• Creative and strategic thinking — and the agility necessary to master both the daily hands-on analysis and the big picture strategy
• Self-starter who sets aggressive goals and is driven to succeed both personally and professionally; focused on productivity; deeply committed to quality and integrity
• Manages work well, establishes timelines and clear priorities
• Full availability while managing critical issues affecting business due to IT downtimes

1. FORMAL EDUCATION: 

Required:  Graduate

Preferred:  ITIL v3 certified

2. KNOWLEDGE & EXPERIENCE:

Required:  10+ yrs of experience with minimum 5 years of experience in ITSM

Preferred:  12+ yrs of experience with 8 years of experience in ITSM

3. TECHNICAL/SKILL REQUIREMENTS:

      Required:  ITIL, any corporate ITSM tool (e-g., ZOHO Manage engine SDP)

TRAVEL REQUIREMENTS : 20%

Gradiant is an equal-opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.