
Service Management
3 days ago
• Internal and External Vendor management
- Monitor and ensure SLAs are met, issues escalated and prioritized.
- Monitor and feedback on the effectiveness of services provided by both internal and external vendor meeting business needs.
- Establish Service Improvement and Analytics
- Contract Management
• IT Incident, Problem and Change Management (Business Applications)
- Manage and communicate with key holders on daily business application operational support
- Identify operational gaps and drive to ensure closure, both internally and externally
- Engage with Delivery teams to manage cross-functional portfolio of quality activities
initiatives, service demands, and to share knowledg
• Manage IT Services delivery compliant with Group standard and local regulatory requirements.
• High level understanding of risk related topics and experience in co-ordinating the same
(coordinating assessment like DPRA, Asset risk assessment & Pen Test)
• Understanding of budget management
• Engage with Delivery team and stakeholders to establish service continuity management and
disaster recovery plan management
• Good Understanding of IT process for incident management
• Incident SLA management
• Reporting
Qualification & Experience :-
• University degree in Computer Science, Management Information Systems or related
• Recommended to have 10+ years of relevant experience in IT operations and Service Management, IT Project Management & Vendor Management
• Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable
• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud ecosystems
• Exposure to
- Working in multi-national teams and across countries and cultures to achieve solutions
- Setting up OR managing global service delivery in a multinational organization
- Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Working with teams with internal/external suppliers in a multi-suppliers setup.
• PMP /PRINCE2, ITIL Certification
• A track record of Independent worker but a team-player; self-starter; business-minded; pragmatic; result- oriented with a can-do; attitude
• Ability to deliver high-quality results; and takes ownership of initiatives.
• Engaging personality who is able to build and maintain good working relationships and strong professional presence
Technical
• Strong technical competencies resulting from previous working experience at expert level within an IT Service Management or support environment.
• Technical knowledge of on-premises (data centers, virtualization, hyper- converge, security), cloud ecosystems ad basic network technologies
• Experience in ServiceNow and Service Now Configuration management
• Microsoft Office knowledge (Word, Excel, Project, Powerpoint,)
• Basic knowledge about business applications /services in multiple domains.
Functional / Domain
• Service Management
- Ensures contractual service support requirements are understood and managed.
- Initiate risk assessment of applications as per company Risk Assessment process and align with regulatory teams to get the assessment done
- Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
- Ensure implementation of designed standards/procedures where applicable
- Maintain process documents and aids service delivery with improvements to existing Plans, Processes, and WorkProcedures
• Incident Management
- Maintain and uphold incident management policies and procedures in accordance with ITIL processes.
- Ensures effective communication and coordination of problem- solving efforts between support teams, account teams and customers.
- Generate weekly reports on all open incident tickets and show non-compliant tickets and action items for escalation to management.
- Collaborate with key stakeholders and program teams in compiling, analyzing and interpreting data.
• Change Management:
- Process and coordinate change across all environments - Plan, schedule, co-ordinate and manage end-to-end movement of all changes through the development lifecycle to the live environment.
- Act as a main point of contact for change communication ensuring that all stakeholders are aware of the high level and product-specific planning, scheduling coordination and communication of changes.
- Identify potential risks and conflicts prior to a deployment and ensure that all necessary checks are carried out before approval is given to the deployment teams.
- Ensuring that key stakeholders are kept informed through the service and change lifecycle and that expectations are managed
- Reporting to operations leadership on change trends and events within the organization that will impact the business operations.
• Problem Management:
- Maintains inventory of problems under analysis and their current progress and status.
- Ensures production-raised Problem Records are communicated to Clients/Client Teams as appropriate.
- Attends/Runs review meetings to drive completion and provide status on problem resolution.
- Produces Problem Management reports.
- Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues
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