Shift Supervisor

2 weeks ago

Delhi, Delhi, India Jio Full time

Job Description Service Management

Exp: Minimum 8+ years of relevant experience with 10-14 years overall IT industry.

Desired Skills Roles and Responsibilities

  • Strong knowledge in ITSM Major Incident Management/Problem Management / Change Management processes/practices.
  • Strong understanding of ITIL Information Technology Infrastructure Library principles.
  • Proven experience in incident management within an IT service management framework
  • especially in the context of Incident Management.
  • Lead and coordinate the response to IT incidents ensuring that the appropriate resources are engaged to resolve issues promptly.
  • Implement incident resolution procedures to restore services within agreed upon service level agreements SLAs.
  • Establish and maintain a classification system for incidents based on impact and urgency
  • Prioritize incidents according to their business impact and criticality.
  • Communicate incident status updates and resolutions to relevant stakeholders including end users management and support teams.
  • Act as the primary point of contact for incident related communications
  • Implement escalation procedures to ensure that incidents are appropriately escalated based on severity and SLA breaches.
  • Collaborate with support teams and management to expedite incident resolution
  • Experienced in developing, documenting, communicating, and maintaining Problem Management (Reactive and proactive) process and procedures.
  • Produce Problem Management reports and management information.
  • Identify trends and potential Problem sources (by reviewing Incident and Problem analyses).
  • Review the efficiency and effectiveness of the Problem control process.
  • Coordinates meetings to resolve problems.
  • Maintains inventory of problems under analysis and their current progress and status.
  • Follows up on issues and progress with problem owners where necessary.
  • Identifies resources needed to resolve problems.
  • Monitors the effectiveness of error control and makes recommendations for improvements.
  • Should have experience in developing, documenting, communicating, and maintaining the Change Management process and procedures.
  • Leading/Attending Change Advisory Board (CAB) meetings.
  • Effectively working with all involved stakeholders to ensure the objectives and goals of the Change Management process is always met.
  • Evaluating the change impact and organizational readiness to limit potential risk.
  • Supporting training and communication as part of change management. Activities may include designing or delivering specialized training resources to an appropriate userbase.
  • Evaluating resistance in adopting the change at the user, process, and technology level.
  • Conduct post-implementation reviews to assess the decisions and performance related to the change request.
  • Should have familiarity and working experience with Service Management tools HPSM, BMC Remedy, Jira, Service Now etc.

Good to Have:

  • Experience with cloud technologies (e.g., Microsoft Azure, Google Cloud, Amazon Web Services, and cloud-specific PaaS and SaaS solutions)
  • Understanding of SLA/KPI in Infrastructure Environment and experience in preparing & analysing of Reports/Dashboards.
  • Relevant knowledge and understanding of other ITIL ITSM Processes - Configuration Management, Service level Management, Asset Management etc.

Academic Qualification and Certifications:

  • BE/BTech/MCA

ITIL Processes - ITIL Foundation/Intermediate.

Relevant IT certifications preferred.

ISO 20000/BS15000 knowledge or having implemented.

Interpersonal Skills

  • Ability to work is a fast paced, agile environment with large cross-functional teams
  • Ability to manage multiple priorities at the same time
  • Ability and aptitude to pick up new technologies or procedures
  • Strong problem-solving skills
  • Excellent interpersonal and communication skills, both written and verbal

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