About Us
Olam International is a leading food and agri-business supplying food, ingredients, feed and fibre to over 19,800 customers worldwide. Our value chain spans over 60 countries and includes farming, processing and distribution operations, as well as a sourcing network of 4.8 million farmers. Through our purpose to ‘Re-imagine Global Agriculture and Food Systems’, Olam aims to address the many challenges involved in meeting the needs of a growing global population, while achieving positive impact for farming communities, our planet and all our stakeholders. Headquartered and listed in Singapore, Olam currently ranks among the top 30 largest primary listed companies in terms of market capitalisation on SGX-ST.
Olam Information Services (OISL) is a captive subsidiary of Olam International, Singapore offering IT Services & Global Business Services across its operations in 65 countries in Asia, Africa, EU & Americas. In Chennai, we currently have onboard more than 1000 highly motivated employees. Olam Digital has received International Innovation Award 2019 for Best Services and Solutions.
Olam Global Business Services (OGBS) is a captive unit that offers End to End business process and analytics solutions. OGBS currently offers its solutions in 6 Platforms: Finance, Supply Chain, People services, Risk & Market Compliance, Big Data Analytics and Business Intelligence. At this moment, OGBS is located in City of Chennai, India and provides its services to over 20 countries. Olam GBS has received Best Shared Services in India Award – 2019, by Shared Services Forum and Asia’s No.1 Shared Services in Process Improvement and Value Creation, 2019 by Shared Services and Outsourcing Network Forum.
Job Summary
Process Lead will be the owner of all ITIL Processes and will assume operational responsibility of execution of various processes such as Incident, Problem, Change, etc.
Job Description
Primary role will be to execute Major Incident Management, Problem, and Change Management Processes as per ITIL
Good understanding and authority on ITIL Processes
Ability to derive and implement metrics/KPI’s for ITIL Processes
Measure, Track, and Improve Key Performance Metrics for all ITIL process areas
Take ownership and drive Major Incidents by following the established MIM process
Good understanding of P1/P2 Notification & Escalation Process, SLA’s and reporting in line with ITIL
Understand current processes and suggest/implement improvements as required across ITIL Processes
Good hands-on experience in Excel/MIS reporting
Demonstrate the ability to work independently and should be a quick learner
Work closely with all technical teams in driving process improvement initiatives
Conduct process awareness and education sessions for all stakeholders to improve adherence
Good work experience in the ServiceNow ITSM tool
Experience in driving service improvement initiatives related to event/alert optimization, P1/P2 optimization, proactive problem management, and other levers.
Profile Description
Graduate/Postgraduate in Computer Science or relevant discipline with at least 7+ years of relevant experience in Service Management/ITIL Process Lead role
Excellent understanding and working knowledge of MS Office Suite (Word, Excel, PowerPoint etc.)
Ability to organize workload and prioritize tasks based on the criticality of the requirements
A proactive approach to problem-solving with strong decision-making skills
Demonstrated experience in performing basic analytical tasks
Good communication skills (verbal and written, multi-tasking abilities, pleasant personality, meticulous and task oriented.
