In India, Bosch is a leading supplier of technology and services in the areas of Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology. Additionally, Bosch has in India the largest development center outside Germany, for end to end engineering and technology solutions. The Bosch Group operates in India through twelve companies. Bosch set-up its manufacturing operation in 1951, which has grown over the years to include 18 manufacturing sites, and seven development and application centers. Bosch Group in India employs over 31,000 associates and generated consolidated revenue of about ₨.21,450 crores* (2.66 billion euros) in 2018 of which ₨. 15,824 crores*(1.96 billion euros) from third party. The Group in India has close to 18,000 research and development associates.
In India, Bosch Limited is the flagship company of the Bosch Group. It earned revenue of over ₨. 12,460 crores (1.54 billion euros) in 2018. Additional information can be accessed at www.bosch.in.
Job Description
IT Operations Lead for India location; coordinator and point-of-contact for IT Operations Lead topics in India
Ensure customers support experience is aligned with customer service expectations and the agreed CI service levels
Drive operational excellence initiatives for customers
Ensure customer satisfaction of CI solutions, products, and services
Promote portfolio standardization; consult with customers on use of Bosch standard solution, product, and services
Conduct operational stand-up meetings customers. Explain service level deviations and implement corrective measures where required.
Organize and initiate task force measures to resolve long running problems.
Respond to escalations relevant to the local RO/RBG/BU. Follow up that customer concerns are appropriately handled.
Review proposed CAB AP changes. Check changes would not have unanticipated customer impacts. Verify the change planning is agreed by customers.
Initiate and support 8D activities.
Annual review and update of support documentation eg. ITOM, support concept, BCP to ensure this is aligned with Solution and customer support requirements.
Participation in customer projects as IT Op Lead. Ensure support deliverables including ITOM, support concept is completed. Ensure support organization is prepared to accept support responsibilities of project results.
IT Application Support Service Manager responsible for management and performance of “Regional Support India” support group and related L4L support groups (non-managed). Ensure improvement measures are identified and implemented to ensure achievement of support process KPIs.
Qualifications
Educational Qualification: B.E/B. Tech (Computer Science)/ MCA
Good Knowledge in Advance Excel,MS power point
Good communication skill
Additional Information
Expert knowledge of the dependencies between his/her IT Solution and the corresponding IT Products and IT Services regarding the respective Continuous Delivery/ Deployment/ Integration activities.
Expert knowledge of ITIL processes (Incident -, Problem -, Asset -, Crisis -, Service -, Change Management, etc.)
Strong technical knowledge in application and infrastructure especially within the focus area of his/her IT solution.
Good understanding of performance metrics (KPIs, SLAs, OLAs) and business needs.
Experience and good understanding of project execution regarding operational topics (e.g. IT-PEP).
Expertise for Service Level Management Process.
Proactive communication skills. Ability to effectively engage with colleagues and stakeholders at all levels of the organization.
Excellent understanding of how decisions are reached. Excellent understanding of the downstream results and consequences of own actions and decisions.
Good analytical and problem-solving skills.
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