Job Title

Mizuho Global Services India Pvt. Ltd.Mizuho Global Services Pvt Ltd (MGS) is a subsidiary company of Mizuho Bank, Ltd, which is one of the largest banks or so called ‘Mega Banks’ of Japan. MGS was established in the year 2020 as part of Mizuho’s long-term strategy of creating a captive global processing center for remotely handling banking and IT related operations of Mizuho Bank’s domestic and overseas offices and Mizuho’s group companies across the globe.At Mizuho we are committed to a culture that is driven by ethical values and supports diversity in all its forms for its talent pool. Direction of MGS’s development is paved by its three key pillars, which are Mutual Respect, Discipline and Transparency, which are set as the baseline of every process and operation carried out at MGS.What’s in it for you?o Immense exposure and learningo Excellent career growtho Company of highly passionate leaders and mentorso Ability to build things from scratchKnow more about MGS: -Title: Infrastructure Process OwnerAbout the Role:We are seeking highly skilled and proactive IT Infrastructure Process Owner to manage and optimize IT processes related to key technologies such as Office 365, Zscaler, SharePoint, OneDrive, MS Teams and other critical infrastructure tools. The ideal candidate should have a strong understanding of ITIL best practices, cloud-based systems and the ability to oversee and improve infrastructure processes to ensure alignment with business goals and optimal operational efficiency.Roles and Responsibilities:- Take full ownership of IT infrastructure-related processes including Incident Management, Change Management and Service Request Fulfillment for systems like O365, SharePoint, MS Teams etc. - Leverage in-depth knowledge of IT infrastructure to provide technical leadership and ensure systems are optimally configured, secure and aligned with business requirements. - Apply ITIL methodologies to ensure standardized processes and best practices are followed. Continually improve processes to enhance efficiency and reduce operational risks. - Work closely with cross-functional teams, including stakeholders, to ensure that the IT infrastructure meets organizational needs. - Create and maintain clear, comprehensive documentation for IT processes, system configurations and troubleshooting procedures. Provide reports on process performance and any identified issues. - Provide guidance and training to internal teams on best practices and the efficient use of IT infrastructure tools. Act as a point of escalation for technical issues. - Proactively manage and resolve recurring infrastructure issues by analyzing service desk tickets, identifying root causes and driving long-term solutions to reduce and improve service quality. - Oversee the management and continuous improvement of service desk tools and knowledge bases related to infrastructure systems, ensuring Service Desk agents have the necessary resources to handle user queries effectively. - Develop and conduct training for the Service Desk team to ensure they are up-to-date on the latest tools, processes and technologies. Ensure users receive effective self-service options and clear instructions for common infrastructure-related issues. - Track and report on service desk performance metrics related to infrastructure support (e.g. ticket resolution times, incident volume, customer satisfaction). Use insights to recommend improvements. - Ensure service desk processes comply with internal security policies, governance standards and data protection regulations. - Participate in training sessions and team meetings to stay updated on new processes and technologies. - Contribute to the continuous improvement of service desk operations by providing feedback and suggestions.Relevant Experience:- Minimum 10 years to 12 years of experience in IT Service Management, with a focus on IT infrastructure and service desk support role. - Strong understanding of ITIL framework and experience applying ITIL processes, including Incident Management, Request Management, Problem Management and Change Management. - Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, or JIRA) and creation of knowledge management database for service desk teams. - Familiarity with KPI and SLA measurement and reporting using ServiceNow dashboards.Qualifications:- Bachelor's degree in Computer Science, Information Technology, or a related field. - ITIL Foundation Certification is a must. - MCP certification in desktop Operating System, CCNA, SharePoint, O365.Address:Mizuho Global Services India Pvt. Ltd.16th Floor, Tower B,Brigade World Trade Centre,No.142, Rajiv Gandhi Salai,Chennai - 600 096, India.