DMart - Service Delivery Lead - ITIL/ITSM

1 month ago

Mumbai, India Avenue Supermarts Ltd - DMart Full time

KEY SKILLS AND EXPERIENCE :

- Hands on experience in an operations role managing an IT department in a retail environment



- Sound knowledge of best practices around service delivery



- ITSM/ITIL certification is preferred



- Strong analytical & problem-solving skills with ability to translate ideas into practical

implementation



- Ability to manage stakeholder relationships including team members, vendors and partners



- Excellent leadership and communication skills with ability to present and communicate effectively with both technical and non-technical audience



- Ability to manage multiple tasks, deadlines and resolution of issues


KEY RESPONSIBILITIES :

1. Execute overall strategy, framework and roadmap for IT Service Management & Delivery within the purview of Service Delivery vertical

2. Implement cross functional operational processes and frameworks to ensure proper handling, escalations, and resolution of operational issues in IT applications, systems and servers

3. Monitor and perform corrective actions based on problem management methodology pertaining to IT Services, tools, systems and applications

4. Manage the steering of service incident resolution and restoration: Incident analysis, defining and managing corrective actions to eliminate recurring service problems

5. Ensure that incidents are correctly routed to the appropriate Support team within service delivery for L0/L1 incidents

6. Ensure that incidents L2 and above are correctly escalated to respective IT vertical

7. Develop suitable workarounds for all problems and events triggered in the environment and conduct an in-depth root cause analysis to avert future occurrence

8. Responsible for the overall Access Management and ensure that right access is given to correct employee on the basis of a pre-defined matrix

9. Manage exceptions through the Central IT Helpdesk by analyzing and acting on requests for additional access raised as incidents

10. Ensure planning and execution of Configuration Management throughout the project lifecycle, including development, migration, deployment, and security.

11. Ensure daily end-to-end delivery of Configuration Management services in accordance with this Configuration Management Plan.

12. Assist the GRC team to conduct audit and assurance activities as per requirement

13. Work with PMO to execute service delivery related projects in case of nomination as a project manager by Service Delivery Head

(ref:hirist.tech)

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