SDM-Japan

2 weeks ago

Bengaluru, India InOpTra Digital Full time

*Job Responsibilities/Essential Functions/Competencies
SDM/Japan
Job Responsibilities/Essential Functions/Competencies *

  • Provide operational oversight to multiple D2OS Clients.
  • Daily review of all incidents, changes, requests, problems, and all D2OS monitoring tools for clients.
  • Work closely with client to complete operational tasks.
  • Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.
  • Assist in preparation and participate in weekly operations meetings for D2OS Clients as needed.
  • Assist in preparing Operational reporting for the Monthly and Quarterly meetings.
  • Manage Infrastructure Services Escalation bridges.
  • Create and present Root Cause Analysis for Critical Incidents.
  • Work closely and support Process and Compliance leadership.
  • Create and update documentation including Standard Operating Processes and Procedures.
  • Participate in an on-call rotation to be the Service Delivery Escalation point 24 x 7 for all D2OS operational issues.

*Qualifications *

  • Education: Associate's Degree in Business, IT, or related field or equivalent experience.

Certifications

  • ITIL certification is highly desirable.

Work Experience

  • 9+ years of experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
  • Exposure to technology projects and project management.

Specialized Knowledge, Skills, And Abilities

  • Advanced skills in MS Office applications including Excel, Word, and Outlook.
  • ServiceNow and SharePoint experience is a plus.
  • Ability to work independently and aggressively track incidents.
  • Excellent documentation skills and attention to detail.
  • Ability to communicate well with customers and co-workers.
  • Ability to work in a team environment.
  • Strong problem-solving and research skills.
  • Strong communication skills (written, verbal, and presentation).

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