Specialist-Service Management_945

Job description

Overall Objectives of Job

Primarily responsible for the end-to-end management of all IT major / potential major incidents and related problem management process. Ensure to restore the impacted service as quickly as possible to minimize the business impact through leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls along with the Major Incident Management team.

Qualification & Experience

University degree in Computer Science with comparable practical experience

Eg:  B. Tech/ BE/ M.Sc./MCA / B.Sc

4+ years in IT service management with approximately 3 years of relevant experience in Major Incident and problem management processes.

Skills/Specific Tasks/Activities performed

Functional

1. Demonstrates ability to analyze incident impact and take appropriate actions to mitigate or resolve the impact across multiple customer sites to enhance the availability and performance.
2. Experienced in developing process and knowledge base improvements
3. Proven ability in  maintaining and developing tools and resources to manage major incidents effectively
4. Demonstrates ability to develop reusable solutions and workarounds that are innovative
5. Basic knowledge covers internal/external and customer business functions, vendors, competitors, and customer priorities
6. Ability to relate risks and challenges to operational priorities
7. Maintains compliance with administrative, security, and documentation policies

Technical (e.g. Coding (Java), Testing (Unit))

1. Experience of Web Services and/Cloud Platform
2. Knowledge in Server OS platforms
3. Knowledge in Basic network technologies
4. Microsoft Office knowledge (Word, Excel, Project, Powerpoint,…)
5. Basic knowledge about various software development methodologies, tools and databases
6. Basic knowledge about  business applications /services in multiple domains.

Roles/Responsibilities

1. Drive Global Infrastructure technical response to major incidents, establishing command and control through the entire incident lifecycle
2. Drive collaboration of multiple technology skill sets via technical bridges and use of WAR rooms
3. Authoritatively and confidently guide Major Priority One (P1) incidents to resolution; to make decisions on under pressing circumstances, that may have production impacting implications
4. Provide updates in line with the agreed communications processes
5. Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners
6. Must be able to multitask in a stressful environment
7. Conduct problem management process to identify the root cause, preventive/corrective measures.
8. Ensure all information for the (Major Incident Report)MIR is available and identify the key participants in the RCA kick off calls
9. Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process
10. Manage the operational support and oversee remediation activities with designated extended managed service providers

Administrative / Compliance (e.g. Documentation, Quality etc.)

1. Excellent communication and presentation skills, specifically dealing with staff at all levels and other parts of the organization, and with external contacts.
2. Proven training ability, demonstrating skills in material creation, user support and guidance.
3. The ability to influence decisions across all senior levels of management.
4. Excellent documentation skills with experience of creating support documentation for users and operations teams.
5. Ability to work independently and take responsibility.
6. Proven ability to show resiliency and be able to priorities key activities within the business while managing stakeholder expectations.
7. Excellent approach to planning work, managing priorities and using own initiatives to overcome issues.
8. Ability to cope in a technically complex and fast-changing environment.
9. Must be a team player and able to work collaboratively with and through others.