Operations Coordinator

3 weeks ago

Hyderabad Telangana, India Avadhesh India Adivsory Services LLP Full time

**Few important notes**:
**Main Purpose of the Role**
- Global SRE and Operations team currently seeking an Operations lead to join our Global team focusing on ITSM and IT Operations.
- Role will be primarily responsible for the maturation and governance of key IT support processes and provides performance insights to drive continuous service Improvements in IT operations.
- Our processes, services, and tools serve as a key entry point for an extensive set of IT and non-IT users seeking and providing support of IT Operations and services across the globe for the organization.
- This role oversees the governance and execution of Global service management ITIL processes and related operations activities.
- This includes the process areas Incident, Problem, Release, Change, Configuration, event management etc.
- This role will work closely with IT global capability and sector CIO teams being the single point of contact to drive insights, ensure alignment to global process, collect feedback, and identify service improvement opportunities.
- This role will influence for process discipline across multiple IT teams and drive holistic Service Management risk/opportunity assessment for the sector.

**ITSM being the core driving factor, this role will also be responsible for proactive alerts/incidents management across the enterprise utilizing full stack Observability and various SRE tools.**

**Accountabilities**

**Responsibilities: We are looking for an individual that possesses the following attributes**:

- Single point of contact for the sector for all IT Service Management processes (Incident, Change, Problem, event management for proactive and reactive incidents.
- Support and facilitate the risk process with the sector to identify, elevate and align on the risks that exist in the sector. Leverage the global risk process as defined by the risk GPO. Identify opportunities for risk mitigation and align associated work efforts (investment, resourcing, etc.)
- Develop reporting, analysis of trends and deriving insights to the sector to support the availability targets.
- Governance CMDB correctness and completeness and produce compliance report
- Drive insights for the sector, leveraging ServiceNow data, to identify opportunities, process improvements, etc.
- Establishes a strong partnership with the DevSecOps organizations in the sector to drive continuous improvement and process governance.
- Drive the long-term strategy and the implementation of new requirements in myIT Services and other supporting Service Management technologies.
- Works with IT leaders to properly integrate new technologies and suppliers into PepsiCo's service management processes.
- Accountable to maintain and manage “Event Management” keeping active and ageing alerts/Incidents tracked and monitored as per KPIs.
- Improve Proactive incident management enhancing event co-relation and implementing AI/ML based feedback for auto-resolution and self-healing.
- Leadership on getting dashboards and tools adapted and enhanced based on daily feedback.

**Day to day responsibilities include, but are not limited to**:

- Facilitates weekly service reviews with the Sector CIO and CTO/Ent. Solutions teams. Reviews include the following:

- Review current availability, trends, opportunities, etc. (I.e., progress towards target objectives, SLAs/KPIs)
- Review current incidents from the last week 3-Review problem management statistics.
- Monitors and ensures IT Controls compliance requirements are met, and risk remediated for service management (ITIL) process
- Monitor and improve the governance and execution of the global ITIL process across global.
- Support the configuration management team to ensure the CMDB is update and as complete as possible for overall IT environment.
- Produce matrices showing various state of “Event Management” and work with teams to get the shortfalls addressed.
- Strategize day-to-day operations and lead process improvement initiatives.
- Maintain and update Operations Process Manual and SOPs based on daily feedback and improvements observed.
- Address observability gaps and provide feedback to tooling teams to enhance products for future release.
- Utilize enterprise monitoring and triage tools to identify and resolve system issues promptly, minimizing downtime and maintaining Service Level Agreements (SLAs).
- Utilize enterprise monitoring and triage tools to identify issues before an incident is raised through event management alerts.

**Salary**: ₹3,000,000.00 per year

Schedule:

- Day shift

Ability to Relocate:

- Hyderabad, Telangana: Relocate before starting work (required)

Work Location: In person

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