Service Operations Manager

5 days ago

Bengaluru Chennai, India IVY Mobility Full time ₹ 9,00,000 - ₹ 12,00,000 per year

POSITION DESCRIPTION

  • Plan, organize and manage the application support teams to assure appropriate coverage to meet business needs
  • Ensure adherence to service level agreements (SLAs) and exceed customer service and satisfaction.
  • Develop best practices to implement and continually refine/improve service operations, procedures, standards.
  • Facilitate/address triage/analysis, response, resolution, escalation and communication.
  • Coordinate with the delivery teams and PMs/delivery managers on technology deployments, releases and maintenance of outages.
  • Communicate timelines & schedules, operational issues and impacts to management and stakeholders.
  • Develop and implement a helpdesk performance measurement framework to facilitate feedback.
  • Create and maintain a training program to constantly upgrade the technical knowledge. Incorporate and follow ITIL/ ITSM framework and have a thorough understanding.
  • Facilitate the continued development of the KMS and the overall process on moving to a knowledge management-centric support.
  • Assist with customer inquiries and escalations as needed.
  • Identify, measure, benchmark, analyse and perform regular review of reports & scorecards.
  • Maintain data of service availability, ticket volume, resolution rate, time to respond & time to resolution
  • Analyse results for trends, process improvement opportunities and staff training needs and take appropriate action to improve results.
  • Encourage communication of new ideas, solutions, suggestions and problems review for appropriate action or implementation.
  • Participate in continuous learning and professional development.
  • Perform other duties as assigned.

REQUIREMENTS

  • Bachelor's degree/ Engineering in computer science or related technical field.
  • Relevant technical and process certifications preferred (ITIL, Agile/Scrum/DevOps).
  • 8 to 10 years of experience in managing IT Operations/ Application Support or Delivery.
  • Management/supervisory experience with teams in size of 15 to 20 service desk/helpdesk support staff or more.
  • Experience with technology implementations and upgrades
  • Excellent communication skills, both oral and written, with the ability to communicate effectively to customers, peers and non-technical management.
  • Demonstrated logical thought processes
  • Must have the ability to quickly learn new technologies, systems, concepts and procedures
  • Project management skills with the ability to manage multiple projects and prioritize activities will be an added advantage.
  • Good skills to supervise, lead, coach, motivate and work through others to achieve desired results.

CERTIFICATIONS

  • ITIL V3/V4 certification
  • Agile/Scrum certification
  • DevOps Certification will be an ad on

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