DMart Avenue Supermarts Ltd Looking for DMart – Service Delivery Lead – ITIL/ITSM at Mumbai Metropolitan Region Full Time

• Hands on experience in an operations role managing an IT department in a retail environment
• Sound knowledge of best practices around service delivery
• ITSM/ITIL certification is preferred
• Strong analytical & problem-solving skills with ability to translate ideas into practical

implementation

• Ability to manage stakeholder relationships including team members, vendors and partners
• Excellent leadership and communication skills with ability to present and communicate effectively with both technical and non-technical audience
• Ability to manage multiple tasks, deadlines and resolution of issues

Key Responsibilities

• Execute overall strategy, framework and roadmap for IT Service Management & Delivery within the purview of Service Delivery vertical
• Implement cross functional operational processes and frameworks to ensure proper handling, escalations, and resolution of operational issues in IT applications, systems and servers
• Monitor and perform corrective actions based on problem management methodology pertaining to IT Services, tools, systems and applications
• Manage the steering of service incident resolution and restoration: Incident analysis, defining and managing corrective actions to eliminate recurring service problems
• Ensure that incidents are correctly routed to the appropriate Support team within service delivery for L0/L1 incidents
• Ensure that incidents L2 and above are correctly escalated to respective IT vertical
• Develop suitable workarounds for all problems and events triggered in the environment and conduct an in-depth root cause analysis to avert future occurrence
• Responsible for the overall Access Management and ensure that right access is given to correct employee on the basis of a pre-defined matrix
• Manage exceptions through the Central IT Helpdesk by analyzing and acting on requests for additional access raised as incidents
• Ensure planning and execution of Configuration Management throughout the project lifecycle, including development, migration, deployment, and security.
• Ensure daily end-to-end delivery of Configuration Management services in accordance with this Configuration Management Plan.
• Assist the GRC team to conduct audit and assurance activities as per requirement
• Work with PMO to execute service delivery related projects in case of nomination as a project manager by Service Delivery Head

(ref:hirist.tech)