Full Job Description
Who You’ll Work With
You’ll work in our Gurugram office as part of our One Firm Tech (OFT) practice. Our OFT practice focuses on empowering technologists across our firm to work smartly and securely. We will accomplish this by packaging secure-by-design cloud, data, analytics, and tooling foundations into an easy-to-navigate experience and cohesive community.
You’ll also be part of our service operations management (SOM) team in one of our locations in Gurugram. Our SOM team manages core ITSM processes, provides timely communication, creates transparency, and continuously evolves with the changing technology.
What You’ll Do
You’ll work as an engineer applying the ITSM process knowledge to maintain the highest product availability and ensure transparency through reporting.
In this role, you’ll work with several Cloud Operations, Infrastructure, and Product teams and help them with your analytical and collaborative skills.
You’ll monitor the SOM hotline, respond to SPOCs and respond to major IT incidents according to the defined process across all parts of the organization and external parties, with the objective to minimize the impact and duration of those incidents by any reasonable means possible, putting in place temporary measures as necessary. You’ll participate in Major incident management, including technical analysis and resolution, communication, post-incident reviews, etc., and where needed manage escalations.
You’ll assist in managing and administrating the firm’s IT change management process. You’ll review and administer change records, identify and escalate compliance issues, like changes that are not properly prepared and/or planned, and present a high risk. You’ll assist with the problem management process for assigned IT areas, with the objective to help find the root cause of the outages/incident and avoid them from happening again.
You’ll work on projects to enhance our service management tools and processes (e.g., tickets system, communication tools, etc.). You’ll create/provide input to reports on the process effectiveness of Incident, Change, and Problem Management. You’ll conduct ongoing reviews with Product Owners and maintain documentation accuracy. You’ll lead/assist with projects with advice and guidance from Project Owners and also contribute to the team’s continuous improvement by bringing forth ideas and helping in the implementation for assigned IT areas.
Qualifications
3+ years of hands-on experience in managing IT operations, service providers, and vendors
In-depth knowledge in IT operation industry practices, ITIL, and Agile service management concepts
Basic understanding of cloud concepts and operations
Working knowledge of vendor and provider management
Solid process management and analytical ability
Ability to work collaboratively in a team environment
Ability to orchestrate and facilitate collaboration across cross-functional and geographical boundaries with a customer service mindset
Ability to communicate effectively in English
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