Location
Pune | India
Job description
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 clients business growth
via creating a scalable IT Service Delivery capability across multiple time
zones.
Main Responsibilities Lead the Technology Application Management Support (AMS) accounts
for various customers.
Owner of the Incident, Problems, Request, Change and Escalation
processes, ensuring accurate reporting and pro-actively initiating service
improvement activities as required.
Manage Teams, Roster to ensure consistent support coverage to the
business across locations.
Work closely with the Development, Infrastructure and Third-party
teams on problem resolution.
Owner of the major incident process, ensuring coordination and
updates between stakeholders (internal and external), effective communication,
coordination, and Status Reporting skills.
Managing SLAs and KPIs along with metrics, trends, reviews, and
governance controls.
Monitor and audit service delivery; ensure processes are in place
and followed.
Arrange service review meetings (WSR/MSR/QBR) with clients on a
periodic basis.
Project resource management, objectives setting, evaluating
resources and fitment on the project, resource skills map and assign training
targets with capability teams.
Hands on with resource estimations, planning, sizing, and PPT
preparation.
Work with leadership team on long-term roadmap and strategy for
managed services.
Work with Sales team, during renewal of contracts and RFP response
including proactive and reactive business opportunities.
About The Person Skills & Experience Required
Candidate with 15+ years of experience in IT Services Industry.
Experience of managing single / multi-site IT Application support
teams.
Experience of working in Managed Services/Outsourcing IT Services
industry across multiple locations.
Essential to have understanding of Packaged Solutions/ ERP/
Platforms like: Oracle ERP/ Salesforce.
Individuals with assertiveness, Attention to details, ability to
decide things logically and with collaborative mindset.
Hands on with ITSM methodologies (ITIL) and Agile delivery. Ability
to establish and report SLA, WSR/MSR/QBR, progress updates, Risks/Issues to
client stakeholders.
Exposure of creating/managing a Service Catalogue, Resource
estimation, SOW preparation.
Exposure to DevOps (AWS/Azure) and SaaS, IaaS is recommended.
Ability to Coach, Guide and Develop the teams in implementing ITSM
standards and processes.
Able to Build and maintain strong stakeholder relationships.
8+ years experience of managing IT Service Delivery teams, 16X5/
24x7 model. Will need to work with some overlap with PST timezone.
ITIL V3/V4 certification, and in-depth experience of managed
services lifecycle across phases
Agile (Scrum) or PMP methodologies experience
Job tags
Salary
