Job Description
These positions will be responsible to support the Global IT Operations, working closely with Zonal and Global Tech-Ops managers. The position is key to drive business continuity and deliver the best class service operations experience to Business. Your work located in Bangalore with daily interactions both within the company across all zones and with vendors at multiple offshore locations. You must thrive working in a quick-changing environment, and progressively structure and normalize an environment where processes are often not clearly defined or implemented and where processes cut across cultures, languages, and geographies
Key Dimensions and Contacts: Establish and own external/internal contacts within Zone and Global IT Solutions organization and Global Functions. Develop and execute strategies/improvement plans and actions for deployment methods in scope. Manage and improve cost and budget, as well as service KPIs and value to the organization.
Good to have skills
- Technical knowledge on networking, storage, backup, cloud, database
Role
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- Manages Critical Business Events to ensure the best resolution in the shortest time possible, with the least impact on the business
- Drives all levels of the IT organization to update their processes, procedures, and documentation
- Manage and detect changes of state for Configuration Items (CI) or IT services that have significance and escalate exception conditions
- Provide control for the execution of operational activities and processes (Incident, Problem, Change Management)
- Communicate operations state of service throughout the global organization during a Critical Incident
- Provides the ability to compare actual operating performance and behavior against design standards and SLAs
- Managing the lifecycle of all problems (Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management)
- Thoroughly understand the ITSM Framework and Policy to manage the establishment of the problem management program and assist in the development and maintenance of related process, policies, and standards
Day to day Responsibilities:
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- Detect all changes of state that have significance for the management of CIs and IT services
- Ensure all IT critical events are communicated to the appropriate functions
- Provide control for the execution of operational activities and processes
- Provide means to compare actual operating performance and behavior against design standards and SLAs
- Provide a basis for service assurance and improvement
- Analyzes root causes and preventing Incidents from happening in the future
- Coordinates with change management team/process to ensure any changes reflect the desired end-state for an end to end change
- Ensures Proactive Problem Management by analyzing incident records, and using data collected by other IT Service Management processes to identify trends or significant Problems
- Provide a thoughtful, risk-based IT perspective, and assist in the execution of the program including, but not limited to, policy compliance assessments and continuous monitoring
- Location: The position is located in Mahadevpura, Bangalore. Please confirm that you are comfortable with this as your work location & the associated commute.
- Working hours: 24/7 shift (rotations shift and can be weekdays off).