Global Application Operations Coordinator

1 week ago


Bengaluru, Karnataka, India Carrier Full time
Job Description

We are seeking a highly skilled and experienced Global Application Operations Coordinator to join our team. As a key member of our IT service management team, you will play a critical role in supporting global application service management efforts across multiple regions.

About the Role
  • Coordinate daily operations, manage service requests, and ensure smooth service delivery through effective use of tools like ServiceNow and JIRA.
  • Generate operational reports, track incidents, and ensure that service levels are met.
Key Responsibilities
  1. Coordinate application service management activities across all regions (AMER, EMEA, APAC) to ensure consistency and alignment.
  2. Create and maintain operational reports and dashboards using ServiceNow to track incidents, requests, and service performance.
  3. Generate JIRA reports to monitor and track requests and manage workflow.
  4. Act as a liaison between COE, Business relationship Managers and vendors to streamline communication and manage service delivery.
  5. Ensure incident resolution and problem management processes are followed in a timely manner across all regions.
  6. Support the development and implementation of continuous improvement initiatives for application service management.
  7. Assist in tracking and managing SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) related to application services.
  8. Work with vendors to ensure proper escalation paths are followed for critical issues and performance shortfalls.
  9. Collaborate with application owners, service managers, and IT leadership to improve service quality and performance.
  10. Validate the D&Os from vendors for data accuracy.
  11. Provide ongoing support for any audits or reviews related to service management, ensuring compliance with standards and policies.
Qualifications & Experience
  • Bachelor's degree in Computer Science, Information Technology, Business Management, or a related field.
  • 5+ years of experience in IT service management, with a focus on operations coordination.
  • Hands-on experience with ServiceNow for creating reports, tracking incidents, and managing service requests.
  • Proficiency in using JIRA for tracking application development, enhancement requests, and workflow management.
  • Strong analytical skills, with the ability to interpret data and create meaningful reports for stakeholders.
  • Excellent organizational skills, attention to detail, and ability to manage multiple priorities.
  • Strong communication and interpersonal skills to interact with vendors, IT teams, and business stakeholders.
  • ITIL certification preferred.
  • Experience in a global or multi-regional organization is a plus.
Estimated Salary: $80,000 - $110,000 per year

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