Intern, IT Service Delivery

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Key Highlights
- IT Service Delivery function act as Bridge between business and IT and provide IT Partnership to enable business success.
- IT Service Delivery Professional will be responsible for delivery of IT Services to Business.
- IT Service Delivery perform Business Reporting and updates.
- Function run Process improvement and Service Excellence for IT.
- This function works on Internal initiatives and self led projects.
- IT Service Delivery work for Governance and COE Activity for Digital Transformation.
- Function works IT Tickets/KPI and governance Analysis and Reporting to BU and IT Leadership.
- Function is responsible for maintaining NPS and CSAT for Technology group.
- IT Service Delivery Professional will be communicating with C level professional for Business Reporting.
- IT SD Professional should have an understanding of IT concepts of technologies like Application Support, Data management, Cloud, Windows, Linux, Network, firewalls, Storage, Backup, VMware Virtualization, Load Balancers, and Secure File Systems Transfers (SFTP) etc.

JOB FUNCTIONS AND RESPONSIBILITIES

**Responsibilities**:

- Need to ensure delivery of SLA Based IT services with high quality as per business requirement.
- Hold Business reporting meeting and engage in regular communications with BU Leadership
- Lead the internal IT Initiatives and self-led Projects.
- Identify Probable technology issue ahead of time and drive the solutioning.
- Handle escalations from BU on pending Request/Incident/Project/Tasks and ensure the delivery of results on priority as per BU requirement.
- Hold accountability for NPS and CSAT and work towards improving it for IT.
- Work closely with the Business Unit to assess needs and requirements convey back to the Enterprise Technology team.
- Communicate and interact with technology teams to ensure BU positive perception of IT
- Must be able to work with customers and support teams in a technical and professional manner with minimum direction. Must be able to work with Vendors / service providers.
- Collaborate with cross functional IT groups to improve process & systems that help run efficient operations.
- Help evaluate current solutions deployed within the Business Unit for redundancy, suitability for wider deployment to other groups, or replacement
- Evaluate Opportunity towards user Education from IT standpoint and get required training program created.
- Review of process and identify Gaps and increase efficiencies in delivery processes.
- Proactively look for process improvement opportunities, challenge conventional practices, and adopt new methods and best practices. Contribute to the development and documentation of best practices
- Create IT reports in ServiceNow, create presentation and reports for Business reporting.
- Need to have strong presence during discussion on RCA and CAB meetings.

Qualification and Experience
- Bachelor's degree in a relevant technical field, Preferably B.E. or MBA.
- IT industry experience is preferred.
- Relevant experience in IT operations environment Management/ IT Service Delivery or Technical account management role.

**Required Skills**:

- Strong written and verbal communication skills required, and presentation experience preferred
- Experience engaging with C-level and other senior leadership
- Strong Knowledge of ITIL processes is must, certification is plus.
- Base experience on leading projects and internal Initiative.
- Strong understanding on multiple Technologies and IT Processes.
- Expertise in Process improvement and Service Excellence.
- Management and Leadership experience in IT.
- Business Analyst Experience.
- IT Consulting Experience.
- NPS and CSAT handling & improvement experience.
- Strong written and verbal communication skills required, and presentation experience preferred

Strong Hands on experience on creating presentation on MS PPT.
- Strong Hands-on Experience on Excel and reporting analysis.
- Need to have good understanding on all IT Technology and processes.
- Financial or Mortgage industry expertise preferred
- Should be comfortable in night shifts.
- Experience in reporting through ITSM Ticketing tool, preferably ServiceNow.

EDUCATION / EXPERIENCE

WORK SCHEDULE OR TRAVEL REQUIREMENTS (Only add if needed)

5:30 PM to 2:30 AM IST

**About Us**:
**Company: Ocwen APAC**

Ocwen is intensely focused on hiring, developing and retaining the best talent in the industry Our commitment to Diversity & Inclusion ensures that we are an organization that creates, promotes and sustains an inclusive work environment in which diversity, inclusiveness and respect are integral parts of our culture and work environment. Building the reputation as an outstanding place to work, a great business partner and a valued community member is our everyday endeavor.

Ocwen's mission is to delight our customers through caring service and innovative lending solutions. We proudly serve over 1.3 million families with their mortgage needs by helpi