Lead-Service Management_2014 - Allianz - INDIA

Job description

Overall Objectives of Job

Primary point of contact for IT service levels and issues for customer, Global IT CSM & business DPE.
Support overall customer relationship and customer satisfaction
SLA compliance for all incidents and application availability
Responsible for Security and audit compliance, reviews & actions
Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts (as agreed with DPE/PE)
Ensure Service Requests are action in line with contract commitments
Reporting in IT Governance Status Meetings IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirements
Responds to client IT requirements as specified in the contract or Statement of Work (SOW).
From Account perspective, manages matrix of resources and coordinates with client and 3rd Party IT resources to deliver IT services and solutions to support the client organization.
Owns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.
Internal and External Vendor management

- Monitor and ensure SLAs are met, issues escalated and prioritized.
- Monitor and feedback on the effectiveness of services provided by both internal and external vendor meeting business needs.
- Establish Service Improvement and Analytics

Manage IT Services delivery compliant with Group standard and local regulatory requirements.
Engage with Delivery team and stakeholders to establish service continuity management and disaster recovery plan management
Service Management team reporting
Good Understanding of Infra & change/release management process

Qualification & Experience

University degree in Computer Science, Management Information Systems or related
Recommended to have 10+ years of relevant experience in IT operations from which around 3 - 5 years’ experience in incident management, L2 or L3 support
Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable
Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud ecosystems
Exposure to
- Working in multi-national teams and across countries and cultures to achieve solutions
- Setting up OR managing global service delivery in a multinational organization
- Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Working with teams with internal/external suppliers in a multi-suppliers setup.
- Front ending issues calls
ITIL Certification
A track record of Independent worker but a team-player; self-starter; business-minded; pragmatic; result-oriented with a 'can-do' attitude
Ability to deliver high-quality results; and takes ownership of initiatives.
Engaging personality who is able to build and maintain good working relationships and strong professional presence

Skills/Specific Tasks/Activities performed

Technical

Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security),
Experience in ServiceNow and Service Now Configuration management
Microsoft Office knowledge (Word, Excel, Project, Powerpoint,…)
Cloud Fundamentals ( Azure/AWS) Should know Cloud fundamentals
Minimum 2 year experience in information technology or technical support : must to have 2 years of exp in IT as support Executive with hands on trouble shooting skills on Servers, Network, Azure, Active Directory (Basic)
Extensive familiarity with Windows operating systems : must to have troubleshooting skills on desktop/laptop OS like Telnet, Tracert, GPO, Certificate management, web browser troubleshooting Outlook Troubleshooting etc.
Working knowledge of security software options and functionality preferred: must to have exp in security application like Prisma, Splunk, Intune
Exp in configuring authentication and authorisation mechanism for application: Must to have exp in SSO, Entra ID setup knowledge of SAML, Cert based authentication, IDP, App registration
CompTIA A+ certification a plus : Certification prefered, must to have knowledge of network, firewall, Subnetting, Vnet peering
Microsoft Cloud Certification
Knowledge of Windows Server OS : One should have knowledge of Server OS 2016, 2019, Linux
Experience working with Vulnerability management
Basic knowledge of Programming skills : like Java, Sql, Angular
Understanding of BCP and DR
Backup strategy and configuration
Advance troubleshooting skills

Functional / Domain

Safeguard Functions

Support Pen Testing: Coordinate scope, agreements, remediation, and updates for penetration testing.
Support ARS Process: Perform ARS activities, risk coordination, and mitigation planning.
Support Vulnerability Checks: Investigate and implement fixes for identified vulnerabilities.
Disaster Recovery: Plan, implement, test, and maintain DR processes with stakeholders.
Threat Modeling and Code Security
Cryptography and WAF setup and scan
Support UAC in update in archer

CPI Process

Incident Management: Coordinate incident resolution, analysis, and reporting – Incident and Availability SLA management
Change Management: Manage patch updates and release coordination.
IT Request Fulfilment: Oversee service request creation and fulfilment.
IT Asset Management: Manage IT assets with end-to-end support.
Problem Management: Coordinate problem resolution with run support.
Knowledge Base Creation: Ensure KB availability and maintain application documentation.
SLA Governance: Monitor and report SLA compliance and performance.
Dynatrace Onboarding & Monitoring: Onboard applications into DT and monitor performance.
Configuration Management (CMDB): Maintain configuration data and ensure accuracy.
Identify all global process and central platform specs, ensure good connects are maintained with various other support teams.

Commercial Management

Ensure all IT assets are aligned via SI instance and tracking/reporting is maintained
Ensure all queries from finance team on IT assets are checked and confirmed to ensure correct billing and cost.
Ensure all SR are raised mapping the correct WBS

Demand Management

Track all new onboarding and decom to ensure correct service scope is maintained at all time.
Small Changes: Manage minor service changes, budgeting, and vendor coordination.
Strategic Changes: Handle project creation, budgeting, transition to run, and portfolio management.

Vendor Management