Service Manager

3 months ago

Hyderabad, India SID Global Solutions Full time

Job Description:

Job Purpose and primary objectives:

Manage overall IT operations and support.

Requirements


Key Responsibilities:

Accountable for all incidents in the production environment (including major incidents) and alerts monitoring, ensuring end-to-end ownership and accountability throughout the life of the incident in coordination with the team.

Driving investigations to identify the root cause of problems, mitigating actions, and service improvement initiatives.

Engagement with application/Infrastructure/3rd party supports teams to ensure all problems have been addressed and progressed.

Send regular/periodic communication on major/high-priority incidents to the senior management team.

Should have working experience into Jira extensively.

Should be a good Scrum Master

Owning the Ops Bridge/Command Centre teams and ensure there are no operational issues and escalations

Accountable and responsible for resolving the service desk or escalations.

Acting as an escalation manager to expedite incident resolution & consult with Executive Leadership for decision guidance, as necessary.

Excellent analytical and trend analysis skills.

Understanding of service design and service transition processes.

Produce and publishing daily, weekly and monthly incident/problem reports & metrics based on the requirement.

Continually improve service quality & process to ensure customer service levels are met.

Expected to work with offshore teams in managing day-to-day operations.


Key Skills/Knowledge:

Knowledge of Docker and Kubernetes, API design and development.

Knowledge and understanding of products like Apigee and Cloud environments such as GCP/AWS etc.

Proven experience in IT in a large corporate environment.

In-depth working knowledge of service management processes (Incident, Problem and Change Management).

IT skills to understand and articulate infrastructure and application problems to stakeholders as appropriate.

Certified in ITIL (Foundation) - V3/4.

Excellent interpersonal, Negotiating, client-facing, communication, assertive, and team-leading/team-member skills.

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