SKILL LEVEL - EXPERT

The role is expected to carry out following function/activities as part of this job.

• Conduct ongoing reviews on service health and ITIL/service management practices – across service transition, delivery, and transformation.
• Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.
• Point of Contact for IT Teams and Vendors at across geographies
• Point of Contact for future Infrastructure Enhancement and requirement gathering.
• Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
• Manage IT Service Delivery at onshore Locations
• Coordinate with Offshore IT Team for coherence with Business requirements.
• Proactively manage service levels, with primary focus on prevention of failures and swift corrective actions when necessary.
• Responsible for effective management of the Daily, Weekly and Monthly Service Review processes.
• Enables Service Reporting and Governance Reviews.
• Responsible for Service Performance Management. Develop and manage corrective action plans with Service functions and Partner groups
• Drive Continual service improvement processes, tracking anticipated value and benefits.
• Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.
• Work with PMO on short/long term IT Project implementations
• Work with Delivery SPOCs and client Business users on IT requirements
• Coordination with 3rd party vendor / contractors on IT System upgrade/break fix /new installations
• Vendor Contract and License Management
• Implement Service improvement and Transformation initiatives

TRANSITION EXPERIENCE:

• Transition Planning: Develop and execute comprehensive transition plans, ensuring a smooth transfer of IT services and infrastructure from development to production.
• Risk Management: Identify, assess, and mitigate risks associated with the transition process, ensuring minimal disruption to IT operations.
• Stakeholder Management: Effectively communicate and collaborate with stakeholders, including business owners, IT teams, and external vendors, to ensure alignment and support for the transition.
• Change Management: Implement change management processes to effectively manage changes during the transition, minimizing the impact on IT systems and operations.
• Testing and Validation: Oversee testing and validation activities to ensure that the transitioned IT infrastructure meets quality standards and performance requirements.
• Knowledge Transfer: Facilitate knowledge transfer between development and operations teams to ensure a seamless handover and ongoing support.
• Documentation: Develop and maintain comprehensive documentation related to the transition process, including transition plans, test results, and knowledge base articles.
• Post-Transition Support: Provide post-transition support, including troubleshooting and problem resolution, to ensure the successful operation of the transitioned IT infrastructure.
• Continuous Improvement: Identify opportunities for process improvement and implement best practices to enhance the efficiency and effectiveness of future transitions.
• Compliance: Ensure compliance with relevant IT standards, regulations, and policies throughout the transition process.

EXPERIENCE AND KNOWLEDGE REQUIRED

• IT Infrastructure Service Management experience and associated service models
• Experience in CMMI based process improvement models, experience delivering Lean/Six sigma projects.
• Practitioner level understanding of ITIL and working knowledge of service management platforms.
• Experience working with and influencing various levels of management, building relationships and influence across teams.
• Ability to lead, make decisions, problem solve and work within and with other teams (including partners) to deliver outcomes
• Demonstrate a resilient approach to working, asking tough questions to identify root cause.
• Ability to work in a fast-paced environment that shows flexibility, resiliency, self-awareness, and ability to support other team members.
• Working knowledge of EUC operations including Remote support and Deskside support
• Experience in Stakeholder management and Conflict resolution
• Strong verbal and written skills, and ability to convey complex information in a way that others can readily follow.

TECHNICAL SKILLS (REQUIRED - NICE TO HAVE)

• Awareness of Service Management, Project and Portfolio management tools and platforms (Service Now etc.)
• Knowledge of agile methodologies
• Ability to identify and instill industry best practices.
• Proven Customer Service skills
• Excellent written and oral communication

PEOPLE SKILLS

• Service Management
• Stakeholder management
• People management

SOFT SKILLS

• Create deep client impact
• Execution excellence

The role is expected to carry out following function/activities as part of this job.

• Conduct ongoing reviews on service health and ITIL/service management practices – across service transition, delivery, and transformation.
• Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.
• Point of Contact for IT Teams and Vendors at across geographies
• Point of Contact for future Infrastructure Enhancement and requirement gathering.
• Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
• Manage IT Service Delivery at onshore Locations
• Coordinate with Offshore IT Team for coherence with Business requirements.
• Proactively manage service levels, with primary focus on prevention of failures and swift corrective actions when necessary.
• Responsible for effective management of the Daily, Weekly and Monthly Service Review processes.
• Enables Service Reporting and Governance Reviews.
• Responsible for Service Performance Management. Develop and manage corrective action plans with Service functions and Partner groups
• Drive Continual service improvement processes, tracking anticipated value and benefits.
• Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.
• Work with PMO on short/long term IT Project implementations
• Work with Delivery SPOCs and client Business users on IT requirements
• Coordination with 3rd party vendor / contractors on IT System upgrade/break fix /new installations
• Vendor Contract and License Management
• Implement Service improvement and Transformation initiative