Location
Pune | India
Job description
Role:
In this role, you will be responsible for managing and driving high
performing service delivery functions including AMS (Application Management
System), Support teams, Help Desk and supporting our client's business growth
via creating a scalable IT Service Delivery capability across multiple time
zones.
Responsibilities
. Lead the Technology Application Management Support (AMS) accounts for
various customers.
. Manage Team Roster to ensure consistent support coverage to the business
across delivery center locations.
. Owner of the Incident, Problems, Request, Change and Escalation processes,
ensuring accurate reporting and pro-actively initiating service improvement
activities as required.
. Work closely with the Development and Infrastructure teams on problem
management.
. Owner of the major incident process, ensuring coordination of resolving
parties (internal and external), effective communication to internal
stakeholders, and post incident reviews.
. Managing SLAs and KPI's along with matrix presentation, reviews, and
Governance adherence
. Monitor and audit service delivery ensuring processes are in place and
followed.
. Arrange service review meetings with client and his/her business units.
. Work closely with the delivery operations to manage resources, reports,
bench strength, skills management
. Contribute to IT budget and resource planning.
. Contribute to the long-term IT roadmap and strategy.
. Support the Sales teams, in renewals of the existing contracts, new
opportunities within existing accounts.Skills & Experience Required:
. Typically, a candidate with 10+ to 16 years of experience in IT Services
Industry.
. Experience of managing multi-site IT support teams.
. Experience of working in Managed Services / Outsourcing business environment
. Excellent client facing skills
. Should have worked as an Individual Contributor (Technical/Functional)
resource in technologies like: Oracle ERP, NetSuite, Salesforce, Cloud Services
. Should be a Team Player, Assertive, Attention to details and Decision maker.
. Must have exposure to SLA, WSR/MSR/QBR, Stakeholder communication,
collaboration.
. Experience of creating and managing an IT Service Catalogue, Resource
estimation, SOW formats.
. Exposure to IT Infrastructure management (IaaS and Platforms is an added
advantage)
. Able to Coach, Guide and Develop the team members in implementing service
management standards and processes.
. Able to Build and maintain strong stakeholder relationships.
. 4+ years' experience of managing IT Service Delivery teams, 16X5/ 24x7
experience.
. ITIL Certificate in Managing Service Delivery Lifecycle across phase or
equivalent level
. Prince2 or PMP Project Management Experience is preferred.
Job tags
Salary
