Service management specialist

3 weeks ago

Bangalore, India HCLSoftware Full time

HCL Software is a division of HCL Technologies (HCL) that operates its primary software business.

At HCL Software we develop, market, sell and support over 20 product families in the areas of Customer Experience, Digital Solutions, Secure Dev Ops, Security Automation.

A Service Management team member provides incident and change management support for global Saa S clients of HCL Software Group.

The candidate will work with Incident and Change Management teams to resolve crit-sit incident tickets and deploy critical changes.

Some of the responsibilities may include monitoring of client tickets, facilitation of recovery bridges, working with Cloud Operation and Product teams to resolve production problems and assist in planning and deployment of critical changes to the cloud platform.

Successful Service Management team members thrive on challenge, are calm under pressure, and are quick learners.

The candidate must be flexible to work in shifts (including weekends) to meet client and delivery organization goals.

Job responsibilities include:  Be part of Service Management team (Client Support Management and Change Management) and provide operational support for swift application and infrastructure recovery.

Help achieve high system availability of application and cloud platform.

 Facilitate technical bridge sessions where participants will seek for status updates, manage incidents and engage Product, Cloud and other Service Management experts as needed.

Understand and manage client expectations during incident management.

Own the incident resolution and RCA process.

 Capture incident documentation and deliver quality communication.

Attention to details and multi-tasking skills would be required to succeed in this role.

 Assess client driven change requests and plan for deployment on cloud platform working in close coordination with cloud engineers.

 Assist Change Manager in planning of platform upgrades and manage deployments.

 Understand customer SLAs and work with cross functional teams (eg.

Cloud, Security, Dev Ops, Products) to complete root cause analysis of incidents.

 Perform regular ticket audits, gather weekly performance statistics for reports and trends.

 Assist team leaders in developing Operations Scoreboard using Service Now and Monitoring tool data.

 Demonstrate good understanding of application support and trouble shooting skills on cloud platform.

Basic familiarity of monitoring tools and should be a fast learner of new technology areas.

The selected candidates will be trained in Saa S software products.

Skills and Qualifications:  4-year degree  Critical Incident and Change Management experience essential.

6-10 years of IT experience which includes 4-6 years’ experience managing crit-sit incidents (application or infrastructure or both) and delivering problem resolution for global clients.

 Experience performing digital application support and operations using global teams.

 Good technical skills and solid understanding of Cloud Technologies (Google, AWS, Azure or IBM Cloud).

Experience in one of the 4 major cloud platforms a must.

Case Management System (Service Now or Jira) required.

 Superior verbal and written communication skills, including the ability to effectively and clearly communicate problems and solutions to non-technical stakeholders.

 Team player with good collaboration skills a must.

 ITIL Certification (preferred) Locations -India (Bangalore, Hyderabad, Noida or Pune) Please share resumes to monica_sharma@hcl.software with the below details: Total experience- Current company- Current CTC- Expected CTC- Notice period-

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