Application SupportCloud

IT service Assistant managerwill oversee workers day to day IT Operations & Incidentmanagement
portfolio for departments allocated andensure that products and services satisfy businesscustomers.
Responsible for managing the overall ITService operations and ensuring that the operationaltasks
are done properly and on time.Core Key Responsibility Areas: Manage IT Support Team: lead a team of Queue Managers &Operations Support executives.
Provide support supervisestaff and provide direction and mentorship in tech supportand
service delivery.
Implement BestPractices: Research and implement best practices for IT support.They also
ensure policies and procedures arefollowed.
Review IT Service Catalog: To ensure thatlistings are accurate IT managers review IT
servicecatalogs to add missing services or make recommendations forservices that are not
offered.
Ensure TeamsAre Trained: IT manager ensures that team members are familiar withIT
service delivery processes and best practices. Theyoffer training as necessary.
IT ServiceManagement:
o Responsible for the effective managementof all aspects of IT systems including
operations andmaintenance.
o Supports business goals by enablingorganizations to identify opportunities for
improvementand evaluate their IT performance against best practices.
o Making sure processes and controls are designed todeliver IT services to meet
business objectivesefficiently effectively and reliably.
o Monitoroperational performance and respond to IT incidents as necessary.
o Successfully transforming the IT organization bydelivering best practices supporting
Service Managementand overall Operations Service Delivery
o Develop andlead crossprocess compliance and design coordination withinthe
operations team and crossfunctionally throughout theIT Organization
o Promote and champion the benefits ofIncident Problem Change Request
Knowledge ManagementCMDB and other IT Service Management processes.
o Designand utilize scorecards surveys methods and tools to monitor KPI OLAand
SLA compliance
o Ensure that IT Servicesare being consumed efficiently by business units
oApplication support : SAP Success Factors .Net Applicationsetc.
Stakeholder Management: Desired liaison withinternal IT as well as business stakeholders
on daytodayIT Operational needs. Vendor Management:Liaising with Vendor Support teams get work done and setupa
governance practice on Daily Weekly & Monthlyhealth of ITSM.
Process Management: To provide the ITprocesses essential to supply the services that are
managed. To assure that duties and responsibilities for theprocesses are determined and
processes are establishedexecuted and improvised.
Skills andQualifications:
5 8 years of experience in managing ITSMand IT Operations portfolios
Experience in managingbusiness departments and their IT operations.
Significant experience working within the ITIL Framework withformal Service Management to
include but not limitedto:
o Incident Management
o ProblemManagement
o Change Management
o ServiceCatalog
Thorough understanding of IT service portfoliocreation and management service and value
requirementdefinition and design and typical supporting operatingmodels
Experience creating documenting and disseminatingIT processes.
Operates with a strong sense of urgencyensuring that the operationalized ITSM processes
andfunctions add value to all stakeholders with respect to thedelivery management and
consumption of thoseservices.
Establish strong relationships andpartnerships with business/IT clients/customers.
Have astrong desire to deliver exceptional customer experiences obsessover quality of
services being delivered and berelationship oriented through transparent and proactive
communication. Some ways could include:
Surveys togather periodic customer feedback on a consistent basis
Utilize an outsidein approach model and measure service successfrom customers point of
view.
Proactivelyshowcase service improvements
Effectively communicateservice impairments to the business/customers in a timelymanner
while taking ownership of serviceresolution/restoration and coordination of resources
Collaborate closely with IT teams enable and share a commoncustomercentric culture with
the teams and apply commonmethods to drive excellence in the role or function.
Facilitate and drive alignment across teams conduct customerresearch and work with key
stakeholders across businessand technology to develop the service strategy visionand
roadmap.
ITIL CertificationsPreferred.

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