IT Service Management

2 days ago

Pune, Maharashtra, India Allianz Technology Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role & responsibilities

The ideal candidate should have 6+ years of experience in Service Management area with adequate understanding of SF HR modules. This candidate would be performing in a role of Specialist-Service Management ensuring the identification, documentation, and implementation of IT service requirements. Prior experience of working in mid/large size organization across geographies is a strongly preferred.

You will

  • Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies to ensure the quality of operations.
  • Develop and implement IT service management strategies aligned with business goals.
  • Plan and manage the IT service portfolio to ensure it meets current and future needs.
  • Design new IT services or modify existing ones to improve quality and efficiency.
  • Ensure that service designs are consistent with architectural standards and business requirements.
  • Manage the transition of new or changed services into the operational environment.
  • Ensure that IT services are delivered effectively on a day-to-day basis.
  • Implement and oversee incident and problem management processes to resolve issues promptly.
  • Driving the efficiency and effectiveness of the incident/problem management process track and ensure KPI adherence
  • Identify opportunities, implement best practices and process improvements to enhance service delivery.
  • Manage relationships with third-party service providers to ensure they meet agreed service levels.
  • Monitoring of the tickets from service providers(providers), improve quality and suggest process improvements.
  • Responsible to deliver Customer/Management reporting as per the agreed timelines.
  • Ensure IT services comply with relevant legal, regulatory, and security requirements.
  • Responsible for quality review and adherence for operations team.
  • Coordinating interfaces between incident management and other service management processes.
  • Assurance of application operations according to agreed SLAs - Incident, problem and change management.
  • Constantly review incidents, Service requests ; to identify trends and opportunities for improvements Establish tools to improve the efficiency of the run processes as required.
  • KMDB- Knowledge Management data base, Training the new joiners on incident/problem mgmt.
  • Reporting (HRIT Cloud & HR Portal) (Ad hoc & Recurring)
  • ARA (asset risk assurance) & DORA Audit for Cloud Integration, Data Loader & Qualtrics
  • SPM (Service Portfolio Management) demand related activities for Phenom & Cloud Integration onboarding
  • HR Portal Decommissioning SPM demand and related activities

Preferred candidate profile

  • University degree (Bachelor or equivalent)
  • ITIL Service Management
  • Reporting, Data Analytics
  • JIRA and Confluence
  • MS Office Suite
  • Excellent communication and presentation skills.

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