Experience: 15Years
Location: Mumbai
Job Description:
1. Hands on experience in an operations role managing an IT
department in a retail environment
2. Sound knowledge of best practices around service delivery
3. ITSM/ITIL certification is preferred
4. Strong analytical & problem-solving skills with ability to
translate ideas into practical implementation
5. Ability to manage stakeholder relationships including team
members, vendors and partners
6. Excellent leadership and communication skills with ability to
present and communicate effectively with both technical and
non-technical audience
7. Ability to manage multiple tasks, deadlines and resolution of
issues.
KEY RESPONSIBILITIES 1. Provide input into the overall strategy, framework and
roadmap for IT Service Management & Delivery, collaborating
with other vertical heads
2. Develop a short-, medium- and long-term event and problem
management strategy
3. Undertake regular scrutiny of the developed strategy to keep
up to date with latest trends in the external environment
4. Develop and implement cross functional operational processes
and frameworks to ensure proper handling, escalations, and
resolution of operational issues in IT applications, systems and
servers .
5. Monitor, control, and perform corrective actions based on
problem management methodology pertaining to IT Services,
tools, systems and applications
6. Manage the steering of service incident resolution and
restoration: Incident analysis, defining and managing
corrective actions to eliminate recurring service problems
7. Ensure the provision of end-to-end, cross level (L0 and L1)
orchestration, cross functional coordination and management
of issues, requests, alarms and incidents for SAP, POS, Infra
and Other Applications
8. Ensure that incidents are correctly escalated for L2 and above
levels to the appropriate team within SAP, POS, Infra & Other
Apps and further operations and reconciliations are done
within the respective core teams
9. Oversee that all problems and events triggered in the
environment have suitable workarounds developed in time
and an in-depth root cause analysis is conducted to avert
future occurrence
10. Responsible for managing the overall Access Management and
ensure that right access is given to correct employee on the
basis of a pre-defined matrix
11. Manage exceptions through the Central IT Helpdesk by
analyzing and acting on requests for additional access raised as
incidents
12. Ensure planning and execution of Configuration Management
throughout the project lifecycle, including development,
migration, deployment, and security.
13. Ensure daily end-to-end delivery of Configuration
Management services in accordance with this Configuration
Management Plan.
14. Work with the GRC team and assist them to conduct audit and
assurance activities
15. Responsible to nominate project managers to work with PMO
to execute service delivery related projects.