Shift Manager

Job Description

Job Title: Service Operations, Shift Manager

Job Location: Bengaluru, Karnataka

Work Arrangement: Hybrid (3 days per week in office)

About News Corp:

News Corp is a global diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers and businesses throughout the world. The company comprises businesses across a range of media, including: news and information services, book publishing, digital real estate services, cable network programming in Australia and pay-TV distribution in Australia.

What You’ll Do

Being business centric, lead and ensure end user provisioning within agreed time and quality.

To manage the overall operations and ensure that the standard of services provided to Business have improved.

Manage Operations during business hours and on occasions outside business hours and at weekends.

Proactive monitoring of the end to end customer service & Infrastructure.

Good operational experience on ITIL processes including Incident, Problem and Change Management processes

Managing and measuring processes compliance to established company policies and procedures, and drive continuous process improvements

Good process knowledge on Service Now, CMDB and Infrastructure monitoring tools.

Standardisation and Optimization of existing process

Setup Known Error Database for CLIENT and ensure frequent update and usage.

Good Analytical skills required to analyse and improve the day to day operations.

Delivering the SLA/KPI weekly/Monthly reports to the management

To implement (1.) To develop and guide the team members in enhancing their technical capabilities and increasing productivity (2.) To monitor and track tickets/change requests and manage SLAs. (3.) To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations (4.) To work towards continuous improvement and perform root cause analysis on an ongoing basis.

Managing all critical incidents bridges along with end user communication

IT Service Management (ITSM) Process Consulting experience based on ITIL V3/V4 best practices encompassing Service Strategy, Design, Transition and Operations

On - call Escalation

Responsibilities

Adhere to Service Level Agreements

Adhere to change control policies and procedures

Adhere to the Incident and problem management procedures

Customer satisfaction

Required Experience & Qualifications

8+ Years of experience

ITIL Certified

BE/, Graduate

Preferred Skills & Knowledge

Adhere to Service Level Agreements

Adhere to change control policies and procedures

Adhere to the Incident and problem management procedures

Customer satisfaction

This job is posted with NTS Technology Services Pvt. Ltd.

Job Category:

News Corp is a global, diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers throughout the world. The company comprises businesses across a range of media, including: news and information services, book publishing, digital real estate services, cable network programming in Australia, and pay-tv distribution in Australia.

Headquartered in New York, the activities of News Corp are conducted primarily in the United States, Australia, and the United Kingdom.