Key Responsibilities:
Ensure smooth running of all IT Service Management Operation processes.
Ensure IT systems availability and stability across the global IT infrastructure with a target of 99.9% availability.
Responsible for leading the ITSM Operations Team in the areas of Major Incident Management, Problem Management and Change Management.
Implement the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
Ensure continual service improvement for process maturity through regular reviews of the process, tools, trend analysis of KPIs and regular engagement with stakeholders.
Develop self-auditing and compliance capabilities around ITSM procedures.
Leading the Major Incident Management process for the organisation in a global role ensuring Major Incidents (P1 & P2) are managed with optimal quality.
Overseeing the Incident Management process while maintaining the hygiene around major incident management process: Managing the Major Incident Bridge, Managing the Major Incident Report and followup root cause analysis through problem management.
Leading the Problem Management process to ensure, all major incidents have a root cause analysis performed. Also ensure a trend analysis is done for Incidents and root causes identified and permanent fixes are implemented.
Leading the Change Management process to ensure stability around implementation of all IT changes in coordination with all support teams.
Ensure all the processes follow the documented workflows and the documents are maintained upto date.
Be a part of internal and external audits and present the artefacts and information requested from auditors on time.
Ensure all audit action items are closed within the time lines.
Leading the operations team at India and Poland striving towards process excellence.
Manage the Reporting of IT Operations KPIs and CSFs and provide reports periodically as per the management needs.
Qualification (Knowledge and Skills):
Prior experience of managing a multi geographic IT Service Management Team.
Prior experience of building ITSM processes and managing the processes.
Excellent communication skills to ensure right information is provided to right stakeholder at the right time.
Optimal Team building and empathy skills to build a stronger and cohesive team.
Demonstrated ability to develop strong relationship with stakeholders and ability to develop knowledge in support of their business goals to deliver IT stability and availability.
Needs to be result oriented, motivated by challenges and provide optimal solution to process challenges.
Strong in people management and process management skills. Skills to lead critical discussions and achieving business expectation.
Strong experience in creating reports business users for their Incidents/Problems and also periodic reports for management stakeholders.
Mandatory Requirements:
Bachelor of Engineering or Technology in relevant field.
Experienced in IT Service Management Operations with people management experience.
Skilled to work both within a team and individually to deliver results in creating customer delight.
Expert/Intermediate Level certifications in ITIL.
Strong verbal and written communication and listening skills.
Strong analytical and problem-solving abilities.
Open to work in a 24X7 environment involving out of hours on-call.
We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.
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