Service Management

• 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