D2C CoE Incident Operations Expert

6 days ago

Bengaluru, Karnataka, India ABB Full time
D2C CoE Incident Operations ExpertAt ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.
Write the next chapter of your ABB story.
This position reports to

IS Consumer Service Transition Manager

Your role and responsibilities

In this role, you will have the opportunity to be accountable to deliver and orchestrate the delivery of Information Systems (IS) service line operations activities. Each day, you will coordinate with and supervise internal and/or external third-party supplier resources for the effective delivery and operational performance of the services in scope. You will also showcase your expertise by ensuring continuous improvement and compliance.

The work model for the role is: #LI- #Hybrid, #Remote

This role is contributing to the IS Services in India.

Mission Statement:

• D2C IM Low severity Operations Expert has a deep understanding and experience about how to overcome departmental boundaries.

• Likes working in global environments.

• Is a pragmatic hands-on person, and able to navigate typical large enterprise ambiguity. Should also be familiar with the challenges of managing a global multi-supplier landscape and be able to contribute to improvement initiatives that result from your observations while overseeing global operations. Has good knowledge of ITIL processes, as well as practical experience in IT Infrastructure area.

You will be mainly accountable for:

• Within the scope of all low severities incidents as cross-domain activities, act as single point of contact for service operations.

• Ensure strong collaborative working relation with Application and Infrastructure Domains, with internal and 3rd party suppliers (where applicable).

• Managing ticket backlogs and escalations for assigned areas of responsibility.

• Continuously improve the application of our global processes by suppliers and global technology domain personnel for incidents as well as cross domain activities; as well as manage process exceptions and feedback to the processes and tools teams.

• Owning communication to stakeholders including regular incidents progress updates.

• Acting as an escalation authority in case of unclear ownership and responsibilities.

Qualifications for the role
  • You are university educated (preferably Computer Science or related fields) with at least 5 years relevant IT industry experience
  • You are experienced in working in a collaborative and team oriented global environment
  • Knowledge of IT infrastructure and/or application areas is a must
  • You are ITIL practitioner with previous experience in end-to-end management of incidents (ITILv4 Foundation certificate is a plus)
  • Lean and/or Kaizen certification would be an added advantage
  • Knowledge or exposure to Problem, Change and Configuration management practices will be an added advantage
  • Availability to work during CET hours, at the same time flexible to work in Asia working hours
More about us

We value people from different backgrounds. Apply today for your next career step within ABB and visit to learn about the impact of our solutions across the globe. #MyABBStory
Our mission in ABB IS (Information Systems) is to harness the power of information technology to deliver valuable, reliable, and competitive IS services for ABB. If you have a strong technical skills, analytical mind, and the drive to help us stay ahead of the competition, you are the one we are looking for.

It has come to our attention that the name of ABB is being used for asking candidates to make payments for job opportunities (interviews, offers). Please be advised that ABB makes no such requests. All our open positions are made available on our career portal for all fitting the criteria to apply.
ABB does not charge any fee whatsoever for recruitment process. Please do not make payments to any individuals / entities in connection to recruitment with ABB, even if is claimed that the money is refundable. ABB is not liable for such transactions.
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